Operations Manager - Customer Service

Aspect Maintenance is a leading provider of high-quality building maintenance and property services across the UK. We are committed to delivering exceptional customer service and building long-term relationships with our clients.

Role Overview

We are seeking an experienced and highly motivated Operations Manager - Customer Service to join our growing team in Chessington. This key role will be responsible for overseeing and managing all aspects of our customer service operations, ensuring customer satisfaction and loyalty.

Key Responsibilities:

• Lead and manage the customer service team: This includes recruitment, training, performance management, and team development.
• Develop and implement customer service strategies: This includes setting service level agreements (SLAs), defining customer service standards, and identifying opportunities for improvement.
• Handle customer inquiries and complaints: This includes resolving customer issues promptly and effectively, and escalating complex issues as needed.
• Monitor customer satisfaction: This includes collecting and analyzing customer feedback, tracking key performance indicators (KPIs), and identifying trends.
• Develop and maintain strong relationships with clients: This includes building rapport, understanding client needs, and proactively addressing potential issues.
• Continuously improve customer service processes: This includes identifying areas for improvement, implementing new technologies, and streamlining workflows.
• Ensure compliance with all relevant regulations and industry best practices.

Skills and Experience:

• Proven experience in a customer service management role, preferably within the building maintenance or facilities management sector.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Experience with customer relationship management (CRM) systems.
• Knowledge of relevant customer service best practices and industry standards.
• A proactive and solution-oriented approach to customer service.
• A commitment to delivering exceptional customer experiences.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and career progression.
• The opportunity to work for a successful and growing company.

Equal Opportunities Employer

Aspect Maintenance is an equal opportunities employer and welcomes applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation or age.