Assistant Customer Service Manager

Core Role: This is a “hands-on” role with staff reporting. The ACSM has overall responsibility for assisting the CSM to manage the Centre/CSR(s) and to meet the highest standard of customer service and renewals. The role is extremely varied, and you will be expected to handle multiple tasks.

Key Responsibilities and Deliverables

• Help your CSM and CSR(s) to meet the highest standard of customer service and understand the needs of Centre customers.
• Effectively handle enquiries from clients, the Customer Service Manager, and the management team.
• Work as one team with your CSM/CSR(s) to deliver targets – including opening, closing, and daily check standards.
• Ensure the Centre building/facilities meet the expected high standards at all times.
• Support client move-in/move-out procedures and turnaround of vacant offices/meeting rooms with full completion of associated paperwork/administration & AML compliance.
• Ensure preparation and maintenance of client files.
• Oversee CSR(s) in handling customer/visitor enquiries professionally.
• Assist in secretarial/administrative tasks, customer invoicing, and payment follow-ups.
• Get to know Centre customers and their businesses to promote business awareness and upselling opportunities.
• Perform regular housekeeping checks to maintain a professional Centre environment.
• Liaise with suppliers for maintenance works and cost control.
• Manage purchasing and Centre stock control, including Purchase Orders.
• Be trained in AV equipment and handle IT/Telephony queries (liaising with Silver Lining) using the Orega portal where applicable.
• Provide administrative support to the CSM and sales support to the Regional Sales Manager.
• Liaise with building management teams to ensure smooth relationships.

CSR Supervision

• Manage the daily and weekly tasks of the team, ensuring all responsibilities are covered and high standards are met.
• Lead the morning team meeting.
• Handle telecoms enquiries, including moves, changes, faults, and data records upkeep.
• Ensure empty offices are set up according to company show standards.
• Assist in client move-in processes (managing inventories, issuing keys & passes).
• Conduct Quality Standards Audit monthly to ensure adherence to company standards.
• Oversee CSR(s) on a day-to-day basis and manage the Centre/CSR(s) in the absence of the CSM.
• Conduct ‘Back to Work’ interviews in conjunction with the CSM.
• Conduct and attend regular 1:1 review meetings with CSR(s) and provide feedback to the CSM and HR manager.
• Manage rota scheduling to allow development time for CSR(s).
• Support training and personal development for junior staff.
• Ensure compliance with Health & Safety policies, including Fire Risk Assessments, PAT testing, and Weekly Fire Testing.

Finance

• Manage invoicing, including prebilling, billing, invoicing & account queries, direct debit collections, and debt collection.
• Liaise with the CSM for credit note queries.

Sales and Marketing

• Conduct Centre tours to support the CSM and ensure CSR(s) are trained to handle tours independently.
• Ensure CSR(s) understand key aspects of Orega Licence Agreements, including terms & conditions and special conditions.
• Maintain adherence to Orega brand guidelines in signage, emails, and branded documents.

Health & Safety

• Ensure team members understand their legal responsibility for health and safety and adopt safe working practices.
• Complete all relevant EdApp training courses.

Essential Skills, Experience & Qualifications

• 2-3 years of outstanding customer relationship skills.
• 1-2 years of experience engaging in influencing client renewals and general finance (preferred).
• 1-2 years of experience in a commercial environment with strong knowledge of service operations.
• Willingness to take on a team manager role.
• Ability to demonstrate systems monitoring and compliance.
• Strong communication and presentation skills.
• People-oriented and confident in engaging with customers.
• Excellent influencing skills and a positive attitude.
• Computer literate with a willingness to learn and train others in IT/Telephony.
• Strong planning and organizational skills.
• Outgoing, enthusiastic, honest, and confident.
• Proficient in Microsoft Office.
• Strong team player with supervisory experience.
• Confident in interacting with a range of clients up to Board level.
• Ability to multitask and work proactively.
• Sensitive to multicultural environments with effective interpersonal skills.
• Ability to perform under pressure.
• Professional in handling customer/visitor enquiries.
• Strong initiative, attention to detail, and organizational skills.

Limits of Authority

• No authority to appoint, discipline, or dismiss employees.
• No authority to approve annual leave and absence.
• No authority to commit Orega to spending beyond agreed limits.
• No authority to sign agreements or contracts.
• Authority to suggest process/procedure improvements in consultation with the CSM.

The Assistant Customer Services Manager should be competent in the following Orega processes:

• PMI Support
• Renewals
• Move Out
• Meeting Room
• Virtual Office
• Northrow & AML Compliance
• Operate IRIS
• Opening and Closing building procedures
• Health & Safety

As Orega continues to grow, we strive to ensure that our culture remains vibrant and outstanding. Our core values have a huge impact on our business, the way we interact with each other and the work environments we work in.