Assistant Client Response Team Manager

WELCOME TO LINAKER  

For 30 years Linaker has specialised in the creation and maintenance of tailor-made business environments.  Having shaped workspaces for a wide range of businesses across the country, Linaker’s heritage lies in our ability to design and regulate unique spaces that truly work.

Linaker was founded upon three core values: trust, reliability and care. We are not just a service provider, rather an essential part of our clients’ architecture and, ultimately, an extension of your business, a part of one team.

ABOUT THE ROLE

Reporting to the Client Response Team Manager, the main features of this role are to provide comprehensive and supportive management of the Client Response Team (CRT) and leadership of the ‘In and Out of Hours’ Shift Team of operators. This centralised team of Client Response Operators are the first line of response to our clients’ issues and reactive repair needs.

You will provide an exceptional customer service and operational commitment to contribute to the continued growth and success of the business through the management of your team of operators.

You will be expected to understand, anticipate and deliver to all our clients and customers’ operational and commercial needs. Exceeding contractual SLAs and KPIs results within the capabilities of this knowledgeable team, whilst operating within the commercial, quality and time constraints of a variety contracts.

You will deputise and take on all responsibilities of the CRT Manager if/when they are absent from the business for any reason.

WHAT YOU WILL BE RESPONSIBLE FOR

• Operational Management and Control of ‘In and Out of Hours’, Shift Team.
• Direct Line Management of the ‘In and Out of Hours’, Shift Team.
• Deliver specific customer service standards via promoting, maintaining and ensuring excellent communication skills are carried through to all clients and departments.
• Receive Reactive Calls from Clients, log and create tasks, schedule an engineer for attendance, raise the necessary PO for materials, manage the attendance, close on completion and set task for invoicing.
• Monitor, evaluate and develop CRT contractual performance.
• Develop daily, weekly and monthly reports on productivity.

• Log, monitor and escalate contractual, CRT staffing and engineering issues.
• Liaise with and update clients as required.
• Ensure all Contract Dashboards are working properly and visible to the associated contract operators.
• Ensure the Call Management software and Dashboards are working correctly and visible to the CRT Team.
• Become a Competent User on the Linaker Computer Aided Facilities Management (CAFM), Phone and Vehicle Tracker systems.
• Audit physical Call Data where available for training purposes.
• Monitor and escalate performance issues.
• Coach and persuade difficult contractors and engineers to complete tasks in the optimum time.
• Carry out performance reviews of process and procedures.
• Support the Contract Management teams with operational and contractor updates.
• Recruitment, training, support and develop the team.
• Responsible for team’s performance to ensure quality and customer focus.
• Monitor call quality, review stats reports, request status on jobs etc, thereby ensuring that all work undertaken is of a high standard and provide feedback where necessary.
• Ensure that you identify areas for development and improvement.
• Ensure that your team have objectives and personal development plans to grow their skills.
• Provide additional support for the induction training of any new Client Response Champions and Operators.
• Proactively and using initiative, deal with escalated complaints, taking ownership of problems and ensure they are dealt with to the customer’s satisfaction.
• Provide regular guidance, encouragement, and support to your team to ensure they are motivated and committed to their role at all times.
• Support the Mobilisation and renewal process for all contracts, including the generation of all PPM and Reactive Data charts in conjunction with Operational teams.
• Monitoring and management of Email Inboxes to ensure timely and appropriate allocation of works.

KEY SKILLS

• Customer Services qualification, experience and background.
• Great Customer Services skills and Call Handling Etiquette.
• Ideally a background in or some working knowledge of FM.
• Good basic written and numerical skills.
• IT proficient with a good level of use of Microsoft Office applications, specifically Excel.
• An understanding of the overall operational delivery at the grass roots.
• A broad commercial understanding of the general expectation of external clients around the deliverables of the operational team (KPIs, SLAs, response times, priority management, compliance activities).
• The want and need to understand the system and its capabilities to allow us to understand what progression would be valuable to us.

THE PACKAGE  

• A competitive starting salary of £33,000 – £35,000 with annual pay reviews.
• 25 Days holiday plus bank holidays.
• Plenty of opportunity for progression.
• Health care available after a qualifying period.
• Death in service after a qualifying period of 2 years.
• Profit related bonus.