Assistant Customer Service Manager - London

Stockley Park, UK • Posted 22 January 2024

Overview: As an Assistant Customer Services Manager (ACSM) at Orega, you play a crucial role in supporting the Customer Service Manager (CSM) to provide top-notch service and meet customer needs. This hands-on position involves various tasks, contributing to the overall success of the Centre.

Key Responsibilities:

Customer Services:

• Assist CSM and Customer Service Representative’s (CSR) in maintaining high customer service standards.
• Support CSM in renewals and company initiatives.
• Handle client enquiries professionally and promptly.
• Work collaboratively with the team to achieve targets.
• Ensure Centre aesthetics meet high standards.
• Assist in client move-in/out procedures and paperwork.
• Support CSM in the client renewal process.
• Oversee CSR(s) ability to handle customer/visitor enquiries.
• Manage administrative tasks, invoicing, and customer payments.
• Familiarise yourself with Centre customers for upselling opportunities.
• Perform regular housekeeping checks for a professional environment.

CSR Supervision in absence of Centre Manager:

• Manage daily tasks of the team, ensuring high standards.
• Handle aspects of invoicing, billing, and debt collection.
• Assist in marketing and setting up offices for show standards.
• Conduct Back to Work interviews and 1:1 review meetings.
• Ensure adherence to Health & Safety policies/procedures.
• Provide training and support to junior staff.

Sales and Marketing:

• Deliver Centre tours in support of CSM.
• Ensure CSR(s) understand Orega Licence Agreements.

Health & Safety:

• Remind the team of their legal responsibility for health and safety.
• Ensure adherence to Health & Safety policies/procedures.

Required Skills/Experience:

• 2-3 years of outstanding customer relationship skills.
• 1-2 years of experience in influencing client renewals and general finance preferred.
• 1-2 years of experience in a commercial environment.
• Willingness to take on a team manager role.
• Ability to demonstrate systems monitoring and compliance.
• Confident communication and presentation skills.
• Curious and people-oriented with excellent influencing skills.
• Computer literate with the ability to learn and teach IT/Telephony.
• PC literate with advanced knowledge of Microsoft packages.
• Excellent team player with the ability to manage and supervise junior staff.
• Confidence to interact with clients up to Board level.
• Proactive approach to the working environment.
• Ability to operate sensitively in multicultural environments.
• Self-motivated with strong communication and interpersonal skills.
• Ability to maintain control during stressful situations.
• Positive and proactive energy, with attention to detail.

Note: This description is not exhaustive, and additional duties may be assigned based on business needs.

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