We are looking to recruit a highly motivated and experienced Customer Services Manager to lead and support our customer service and compliance teams. This role is essential in ensuring high standards of customer satisfaction and compliance with stringent contractual KPIs and SLAs, particularly in managing high-risk contracts. The successful candidate will be responsible for overseeing the management and monitoring of the team's performance and manage the associated workloads which includes reactive, remedial, and Planned Preventative Maintenance (PPM) tasks. You will also take responsibility for ensuring adherence to the jeopardy management process to mitigate financial and commercial risks to the business as the contractual obligations for these contracts dictate that non performances could lead to penalties and/or financial deductions.
* Manage the overall performance of the teams across the broad service streams
* Promote collaborative working within the broader spectrum of EWFM operational teams and the supply chain
* Demonstrate exceptional customer service skills and support the team in building strong relations with site based teams and clients using the service
* Take responsibility for the Customer Services team element of the provision of monthly client contractual reports and escalate any issues the relevant EWFM team
* Provide leadership and guidance to both the reactive and compliance teams and carry out Line Management duties including holding regular one to one's, 6 monthly reviews and PDRs in line with company policy
* Ensure induction, training and development plans are in place for any new team members
* Maintain an understanding of the operational organisation and relevant geographical boundaries so that all tasks can be correctly and efficiently handled, you will cascade this knowledge to your teams
* Promote proactive performance, ownership and accountability for your team members
* Provide insight and recommendations to the Head of Business Performance of how to improve the service and its operating efficiencies by constantly reviewing business process and the application of systems available to the team
* Optimise all revenue streams by ensuring proactive jeopardy management and the accurate logging of jobs to initiate the sales invoice process e.g. re-charge, lifecycle etc
* Undertake regular Management Audits as defined by the Auditing schedule and report findings, recommendations and appropriate actions to the Head of Business Performance
* Gain a good understanding of client contracts across the LIFT/PFI/BSF contracts and ensure that the Customer Services team and Compliance team are appropriately trained in contractual obligations per each client
* Support the Compliance Controller with any escalations or issues found in connection to asset management and planned tasks within our high risk portfolio
* Collaborate with the Compliance Controller to ensure that the planned element of the client monthly reports is delivered within the SLA deadline
* Manage, with the Compliance Controller, the adherence to the Change Management process
* Ensure that all financial transactions for the service and workstreams are progressed in a timely manner to ensure our supply chain are paid on time and therefore reduce risk of non-attendance to carry out services or reactive works. Understand root cause of any invoices that are registered as queries to avoid delay in payments in the future.
* Continuously improve the processes, systems and tools used by the Customer Services team and Compliance team to ensure a greater customer experience and efficient use of time
* Actively promote continuous business improvements through innovative and dynamic management of the teams' performance
* Ensure Training and Development materials for the Customer Services team and Compliance team are updated as required
Aligned to our ethos and values, the ideal candidate will have previous experience in a supervisory or management role, displaying exceptional leadership abilities. You will possess a solid understanding of reactive, remedial, and planned services, as well as PFI, LIFT, and BSF contractual obligations. Strong communication skills, both oral and written, are essential, along with extensive planning, organisational, and customer service expertise. You should be proficient in Microsoft Office applications and have excellent administrative and time management skills, with a high level of accuracy and attention to detail. You will be confident working independently, and maintain a proactive, flexible, and adaptable approach.
The Eric Wright Group has a fantastic history. From our beginnings in construction to an award winning group of companies, our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart.
This is an exciting time for Eric Wright FM. If social value and profit for a purpose is important to you, as well as working as part of a wider Group with an experienced and supportive team then this is the role for you., Working at the Eric Wright Group of companies is truly special. Owned 100% by the Eric Wright Charitable Trust, we are a commercially focused business with a social purpose, which means that after reinvestment in the business, our profit is donated to charity via the Trust. This ownership structure provides a high level of stability for the Group and supports longer-term commercial and charitable strategies. Our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart. The companies across the Group regularly collaborate to deliver outstanding results on bespoke projects for both public and private sector clients. We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference in communities every day. The Eric Wright Group is committed to safeguarding and promoting the welfare of its employees, contractors and clients and expects its people to share this commitment. Successful applicants may be required to undertake a Disclosure and Barring (DBS) check or Disclosure Scotland check and to provide proof of their right to work in the UK. We are committed to equal opportunities, inclusion and fairness across all employment opportunities and service delivery. All managers and employees are expected to promote our values to ensure our workplaces and services are inclusive and accessible.
Competitive Salary Enhanced annual leave starting at 26 Days + bank holidays rising with service Learning and development - we offer a range of learning opportunities to develop talent at all levels within our business focussing on technical competence, upskilling, compliance and governance and career development.