Job Reference: GRP/CS/22-07/1230
Job Title: Customer Experience & Contract Support Manager
Location: London
Salary: Competitive
Hours per week: Monday to Friday
Business Overview
Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.
Role Overview
We are currently recruiting for a Customer Experience Manager to join our passionate and driven team.
Benefits
- Informal hybrid/flexible working arrangements
- 25 days holiday + bank holidays
- Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
- Wide range of retail discounts
- Regular social and charity events are held in our offices
- Get involved in charity events in the local community
Wellbeing
- Discounted gym membership
- Eye test £25 voucher and up to £100 towards glasses
- Join our Cycle to Work scheme via salary sacrifice
- Access to "CHROMA", our internal colleague-led diversity and inclusion community – join a committee or take part in our D&I initiatives and events
- Access to internal Mental Health First Aiders
Career development and recognition
- Immediate access to "Opportunity" our internal Learning and Development platform
- Required professional membership fees paid for
- Opportunity to win monthly OCS TRUE Stars awards
- Long service awards
Key Responsibilities:
- Bring an amazing experience of our services to our customer
- Support the contract in service delivery
- Define, implement and monitor standards/procedures for ensuring optimal customer experience.
- Interrogate areas of underperformance and implement change programmes
- Manage communication channels and mediums through which our customers reach out to us.
- Support cross-company initiatives to drive improvements, improve efficiency and reduce complaints and costs.
- As an expert in people and processes you will ensure the business is running collaboratively and efficiently
- Collect, analyse, and interpret customer interaction data to identify requirements and information useful in optimising the customer experience.
About You:
- Applicants must have the right to work in the UK
- Experience in working within a Customer Service environment, preferably within FM.
- Experience in managing teams.
- High understanding and experience with Microsoft Office software packages.
- High level of IT and systems literacy.
- Experience in using CAFM or other management systems.
- Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.
How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!
Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)
https://b/form/f3343c912a8643b69cfdc89dc2bbba8f