JOB DESCRIPTION
Job Title Reports to
Customer Service Manager Senior Estates Manager
Direct reports
Customer Services Coordinator (x2.5), Volunteer Drivers
Band
N/A
Location
Tadworth, Surrey
Salary
£45,000
Hours of Work
37.5 hrs per week
Professionalism • Ensure Front of House services are delivered in accordance with the expectations of the organisa- tion. • Adhere to the policies and procedures of The Chil- dren’s Trust. • Maintain professional boundaries and profession- alism at all times. Skills & Responsibilties • Super-user and day to day operation of CAFM and compliance systems. • Oversight of Helpdesk function and allocation of tickets. • Responsible for accommodation for parents and staff • Facilitate transition from the use of third-party accommodation, reporting detail to the Senior Estates Manager to support the strategic oversight of accommodation. • Participate in on-call duties, providing manage- ment support out of hours as may be required. • Provide reciprocal cover to the facilities Manager Management of Self and Others • Take ownership of customer support function and ensure problems followed through to resolution. • Mentor and lead Housekeeping lead and Custom- er Service team. • Provide cover to the Customer Support function as required on a day to day basis. • Manage time of self and team to ensure timely responses and service delivery. • Be a proactive member of the Estates team, work-
Job Purpose
Policy and Procedures, supporting and providing effec- tive line management to the Customer Services Team and Housekeeping lead ensuring KPIs are achieved.
ing collaboratively.
Communication • Ensure end users in Helpdesk process receive high standard of communication and are kept informed of the progress of their requests. • Ensure effective communication within the team, facilitating cohesive working practices across all areas. • Maintain sufficiency in the volunteer driver service, ensuring appropriate training is maintained and drivers engaged. Governance • Collation of data for compliance and performance reporting. • Identify opportunity areas and, in agreement with Senior Estates Manager, develop processes to improve standards. • Ensure Customer Services Team are compliant with contractor policy and compliance documen- tation is up to date and submitted in a timely manner. Health and Safety • Adhere to all Health and Safety guidelines, princi- ples and regulations required to perform your role and comply with The Children’s Trust policies and procedures.
Reporting to the Senior Estates Manager, the Custom- er Services Manager is responsible for ensuring the development and delivery of high-quality customer service for the children, young people, parents, staff, and visitors who use The Children’s Trust estate. Leading the Customer Services Team ensuring they receive training, support, and instruction to facilitate and sustain a high level of service to all site users. Critical to this role is the leadership and development of a new service of a consolidated Customer Services Team, which will deliver a consistent and high stand- ard of service and customer experience. It will focus on raising and maintaining standards across the operational estate, establishing SLAs, KPIs, Policies and SOPs for key services including but not limited to front of house, accommodation, transport, systems management, helpdesk, parking and depart- ment purchasing. The Customer Service Manager is a member of the Estates management team and will contribute to the broader development and performance of the depart- ment. This includes ensuring a high level of response and associated services through SLAs, providing periodic reporting to the Senior Estates Manager and Estates Compliance and Performance Group. The Customer Services Manager will ensure a posi- tive customer experience from the Customer Services Team. They will maintain service in alignment to SLAs,
Key Responsbilities & Duties
Customer Services Management • Working to the Senior Estates Manager, lead on development of the new Customer Services Team, consolidating processes and defining workflows to ensure full coverage of a quality service to agreed standards. • Maximise opportunities to automate processes, utilising existing software systems. • Provide oversight and operational management of Estates SLAs and KPIs including but not limited to Front of House, Accommodation, Transport, Sys- tems Management, Helpdesk, Parking and Depart- ment Purchasing. • Operational management of contracts as required. • Provide operational management of Estates Cus- tomer Service team, providing oversight of service quality and ensuring day-to-day service delivery against SLAs and KPIs. • Assign accommodation and support parents and staff on arrivals and departures, in accordance with the accommodation policy. • Ensure smooth bookings and experience for trans- port. • Always ensure delivery of high quality of customer services. • To undertake other or additional duties that are within your skills and abilities, as the organisation may reasonably require from time to time.
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