Purpose:
Day to day management of Service Desk / team as a support function for the Fire and Security Systems Division.
Objectives:
● Management of the customer service team
● Support, train, develop, manage and delegate to team of 12+
● Management of customer base and specific customer requirements on a day to day basis ensuring that service excellence as a standard is met / main point of contact for OPW
● Management of overall administration functions, systems, meetings etc.
● Contract review and on boarding of new customers set up in system and team ownership
● Oversee all invoicing across the contract book, ensuring requirements in place e.g. PO, portals etc.
● Ownership of month end closing and month opening process, procedures and reporting
● Oversee day to day operation and development of key business systems platforms
● Ensure delivery of service schedules, day work & reactive in conjunction with operations management and in line with revenue recovery requirements.
● Ensure engineering reporting management is controlled, monitored and developed in line with requirements of operations management.
● Manage account/ billing query turnaround, resolution, credit sign off
● Interaction with FSSC assisting lowest past due debt at all times
● Management month end requirements / reporting delivery to Finance as per matrix
● Key customer management / review meetings
● Contract quality management
● Management KPI reporting / reporting performance to management on a monthly basis
● Support monthly revenue delivery across business unit
● Customer support
● Service subcontractor management
● Key approval management purchasing & quotation
● Health & Safety management
● Manage customer service GDPR
● Be a go to person, escalation point and support function for queries from operations, finance, FSSC, sales, stores, engineering team and customer base.
Skills, knowledge and experience:
● Experience in a Management role
● Experience in managing and leading a team
● Leadership / mentor skills
● Planning & organisational skills
● Excellent communication skills
● Customer focused
● Ability to work to deadlines
● Ability to achieve targets / KPI’s
● Commercial understanding
● Budgeting and planning
● Process improvements
● Work well as part of a team
● Flexibility
● Proficient in Microsoft Office & Excel
Key Performance Indicators:
● Administration processing / turnaround times
● Quality and accuracy
● Actual schedule to budget
● Key account management
● Customer feedback / complaints
● Reports / timesheets – accuracy and timeliness
● Development of customer service team skill sets & training needs analysis
● Implementation of efficiencies on processes