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Customer Performance Manager

Job Title: Customer Performance Manager
Contract Type: Permanent
Location: Woodford Green, London
Industry:
Salary: £46000 - £50000 per annum
REF: EM110802_1628699477
Contact Name: Elle Muller
Contact Email: Elle.Muller@danielowen.co.uk
Job Published: about 1 month ago

Job Description

Customer Performance Manager
Full time Monday - Friday
Permanent
Up to £50k per annum
Walthamstow

We currently have a fantastic opportunity for a Customer Performance Manager to join a Property Maintenance Contractor based in Walthamstow.

THE ROLE:

Responsible for the management and administrative compliancy of the Morgan Sindall Integration System (MSi). Accountable for managing the business process systems, ensuring the attainment and compliance of KPIs including; value and case management targets, S,H&E management, contract compliance and customer service metrics. Actively involved with the mobilisation and ongoing development of iMSi and its continued improvement with central services.

Key Responsibilities:

  • Monitor and actively manage the day to day service delivery, ensuring that all cases are managed within overall time, cost and budget constraints.
  • Support the Scheduling team with training and support where required.
  • Dealing with Customer complaints efficiently.
  • Support the Partnership/Project Manager in the achievement and delivery of the annual business plan through active day to day management of the MSi system ensuring full 'case' management reporting.
  • Through regular cost and value reconciliation ensure that all members of the team are alerted to system variances which require immediate attention to ensure correct fiscal protocols are maintained.
  • Implement all policies, standards and initiatives and manage MSi compliance across the project.
  • Support the Partnership/Project Manager in the provision of data with a view to ensuring that the management of contracts and work outputs exceed the agreed budget profiles.
  • Through daily data analysis, identify risks and help protect business reputation through active management.
  • Monitor delivery for each task on every project, reporting on exceptions.
  • Through a detailed understanding of operational, commercial and contractual KPI's assist your management team and front line staff in understanding their responsibilities in managing the day to day performance.
  • Own the management of cases, servicing profiles, and works order through to completion ensuring rigor is applied throughout the process.
  • Manage the planning of the allocations tool and ensure efficient and effective utilisation of resources and communicate accordingly.
  • Manage the escalation of variations, appointments and follow on works and ensure appropriate communications and targets are kept.
  • Using system reports maximise operational service delivery and productivity through dashboard assessment.
  • Report on quality assurance, service accessibility and responsiveness, maximising client's involvement and reporting customer feedback.
  • Understand the contractual KPI's, then plan, allocate and operate to exceed client expectations.
  • Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels.
  • Ensure cost, risk, project and margin improvement plans are reflected in the MSi monitoring activity and reported accordingly.
  • Coordinate compliancy with HS&E policy to ensure effective administration, implementation and communication of related HS&E outcomes.
  • Through data analysis provide information allowing the refinement of objectives and performance, promoting opportunities for HS&E improvement.
  • Monitor HS&E responsibilities, reporting to the Partnership/ Project manager on the achievement of KPIs.
  • Support the Partnership/Project Manager in ensuring that adequate resources are provided to carry out all operations with due regard to HS&E.

About You:

You must have previous experiencing in working in a busy team with a high-profile client. previous experience of line management of a large team or Complaints, Team Leaders, Planners, Admin, Call Handlers and apprentices. Excellent customer services skills and focus on business improvement. Strong planning experience in a repairs and maintenance field being able to deploy circa 60 engineers efficiently. Strong IT skills with both Microsoft Office packages and database management. Ability to engage with a large client.

If you are interested in this role, please give me a call on 0207 248 7000 or apply with your CV.

LON123

Keywords: Customer Performance Manager, Management, Property Services, Customer Service, Repairs, Walthamstow