Customer Operations Manager in United Kingdom

Applying for the Customer Operations Manager role

Job Title: Customer Operations Manager
Location: United Kingdom
Salary: £0 - £200,000
Type: Full Time
Job Sector: Construction & Property
Sub Sector: Facilities Management
Job Reference No: /KC/24-11/736/12

Job Description

Job Reference: /KC/24-11/736/12

Job Title: Customer Operations Manager

Location: London - Applicants must have the right to work in the UK

Salary: Competitive

Contract: Permanent

Hours per week: Monday to Friday - 08:00 - 17:00 - 37.5 hours per week

Business Overview

The Atalian Servest workforce is made up of 30,000 passionate, responsive, and knowledgeable colleagues, all of whom deliver sustainable and award-winning FM solutions to our clients.

Job Overview

We are currently recruiting for Customer Operations Manager to join our passionate and driven team based at our client`s site in London.


- Access to Wagestream - a financial well-being tool
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to `CHROMA`, our internal colleague-led diversity and inclusion community - join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to `Opportunity` our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards

Key Responsibilities:

- Strategic management of the helpdesk team to ensure high levels of customer service, resource management & service delivery.
- Management of client escalations & complaints.
- Involved in implementation, management & ongoing monitoring of phone software system.
- Ensure Helpdesk service is delivered in line with FM business processes.
- Exceed client expectations in the delivery of the FM services.
- Communicate effectively with the operations and client teams.
- To ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
- Effective tasking and direction of engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI`s.
- Work in conjunction with the Sector Director, Account Managers and Contract Managers to ensure seamless management of contracts.
- Act as key point of contact for engineering workforce and sub contractors.
- To ensure administrative upkeep of information management systems at all times, including contract files.
- To provide weekly status reports to the Operations teams on PPM and Reactive jobs.
- To provide contract information on a monthly basis to Head of Customer Operations
- To assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
- Take health and safety into consideration during all works with support from management.
- Ensure compliance with Arthur McKay & Co Ltd. Quality Management System and be instrumental in implementing the procedures and instructions with particular attention to the areas of responsibility listed on the document.

About You:

- Previous experience in a customer facing role and ability to demonstrate results of this experience is essential
- Management experience essential.
- Ability to motivate and effectively manage helpdesk teams.
- Good Strategic thinking capabilities - be able to support the FM Team to develop long term strategies appropriate for the Operation of the properties.
- Effective communication skills.
- oAble to work well as part of a highly motivated team and fast paced environment.
- Excellent Computer skills and CAFM experience.
- Self driven and focused individual with the ability to work on own initiative.
- Proactive/problem solver.
- Excellent time management skills.
- Effective engineer tasking/management key to this role.

Candidates need to show evidence of the following:

- IT literate
- Management of teams
- Communication skills
- Organisation and Time Management
- Customer care
- Background consistent with requirements of CTC Level Security Clearance

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 GBP500! (T&Cs apply)

Diversity & Inclusion

We are an equal-opportunity employer and are proud of the diversity represented across our business. In 2021 we won the IWFM award for our diversity and inclusion initiative, CHROMA and we are proud to have also achieved the Disability Confident Level 2 Standard as well as being signatories of the Race at Work Charter and Mental Health at Work Commitment.

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