Assistant Customer Services Manager

Orega; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join Orega as an Assistant Customer Services Manager where you will support the Customer Service Manager in delivering exceptional customer experiences. You will engage in a range of responsibilities including overseeing customer service operations, managing a team, and ensuring compliance with health and safety standards. This is a dynamic role that demands strong communication skills, attention to detail, and a proactive approach to customer service.

Qualifications

• 2-3 years of customer relationship experience.
• Experience in influencing client renewals and finance.
• Ability to supervise junior staff.

Responsibilities

• Assist in maintaining high customer service standards.
• Manage daily tasks of CSR team in the Centre Manager's absence.
• Conduct training and support to junior staff.

Skills

Customer relationship skills

Confident communication

Interpersonal skills

Team management

Proactive approach

Attention to detail

Tools

Microsoft packages

Job description

Overview: As an Assistant Customer Services Manager (ACSM) at Orega, you play a crucial role in supporting the Customer Service Manager (CSM) to provide top-notch service and meet customer needs. This hands-on position involves various tasks, contributing to the overall success of the Centre.

Key Responsibilities:

Customer Services:

• Assist CSM and Customer Service Representative’s (CSR) in maintaining high customer service standards.
• Support CSM in renewals and company initiatives.
• Handle client enquiries professionally and promptly.
• Work collaboratively with the team to achieve targets.
• Ensure Centre aesthetics meet high standards.
• Assist in client move-in/out procedures and paperwork.
• Support CSM in the client renewal process.
• Oversee CSR(s) ability to handle customer/visitor enquiries.
• Manage administrative tasks, invoicing, and customer payments.
• Familiarise yourself with Centre customers for upselling opportunities.
• Perform regular housekeeping checks for a professional environment.

CSR Supervision in absence of Centre Manager:

• Manage daily tasks of the team, ensuring high standards.
• Handle aspects of invoicing, billing, and debt collection.
• Assist in marketing and setting up offices for show standards.
• Conduct Back to Work interviews and 1:1 review meetings.
• Ensure adherence to Health & Safety policies/procedures.
• Provide training and support to junior staff.

Sales and Marketing:

• Deliver Centre tours in support of CSM.
• Ensure CSR(s) understand Orega Licence Agreements.

Health & Safety:

• Remind the team of their legal responsibility for health and safety.
• Ensure adherence to Health & Safety policies/procedures.

Required Skills/Experience:

• 2-3 years of outstanding customer relationship skills.
• 1-2 years of experience in influencing client renewals and general finance preferred.
• 1-2 years of experience in a commercial environment.
• Willingness to take on a team manager role.
• Ability to demonstrate systems monitoring and compliance.
• Confident communication and presentation skills.
• Curious and people-oriented with excellent influencing skills.
• Computer literate with the ability to learn and teach IT/Telephony.
• PC literate with advanced knowledge of Microsoft packages.
• Excellent team player with the ability to manage and supervise junior staff.
• Confidence to interact with clients up to Board level.
• Proactive approach to the working environment.
• Ability to operate sensitively in multicultural environments.
• Self-motivated with strong communication and interpersonal skills.
• Ability to maintain control during stressful situations.
• Positive and proactive energy, with attention to detail.

Note: This description is not exhaustive, and additional duties may be assigned based on business needs. The full job description will be refined after six months in the role.

As Orega continues to grow, we strive to ensure that our culture remains vibrant and outstanding. Our core values have a huge impact on our business, the way we interact with each other and the work environments we work in.