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.