Service Performance Manager, Southend-on-Sea
Client:
CBW Staffing Solutions
Location:
Southend-on-Sea
Job Category:
Other
EU work permit required:
Yes
Job Reference:
5242738181ae
Job Views:
7
Posted:
20.02.2025
Expiry Date:
06.04.2025
Job Description:
Service Performance Manager - FM Provider - London - Up to £55k per annum
Exciting opportunity to work for an established FM service provider situated in London. CBW is currently recruiting for a Service Performance Manager to work across our clients portfolio. This will be an office based role with a requirement to attend clients sites as and when required. In return the company is offering a competitive salary of up to £55,000 based on experience.
Hours of Work:
Monday to Friday - 08:00am to 17:00pm
(Office or on site visits)
Key duties & responsibilities:
* Logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey
* Managing excellence levels of customer service throughout the journey
* Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
* Improvement plans against poor performing areas.
* Working directly with operational teams to drive continuous improvement
* Reviewing trends in data to understand quicker response times
* Building process, procedure and governance planning
* Ensuring adherence to account KPIs and SLA metric
* Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
* Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
* Track key internal metrics
* Manage document control through SharePoint and online systems, provide regular audits of those documents to ensure regular updates are made
* Internal monthly reports on QHSE, finance and strategy
* Manage the communication for the account, from weekly updates through to regular flow through of communications
* Ensure all new hires are processed effectively
* Managing clients expectations
* Complaints management
* Cost & service sheet development
* Raising quotes & PO numbers
* Data management
Requirements:
* A proven track record in Facilities management
* Experience in a business or finance environment
* Excellent customer services skills
* Management experience
* Administration Experience
* Accounts & Finance experience
* Must be IT proficient
* Leadership and interpersonal skills
* Strong communication skills and the ability to deal with all levels of staff.
* Proactive in achieving the highest standard of operation.
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