Operations Manager (Customer Services) – Ref 799

Back to Vacancies List
  • Job Reference: 799
  • Job Title: Operations Manager (Customer Services) – Ref 799
  • Location: London
  • Basic Salary Range: Up to £59,000 & Excellent Package & Prospects
  • Job Type: Full Time
  • Posted 7 years ago
  • This position has been filled

This is a fantastic opportunity forming an integral part of a world class FM team delivering exceptional service to all customers and stakeholders. This position is key in delivering the main areas of operation in line with the ‘mission’ and values. The deliverables of this role will move the department forward, defining the most efficient and effective model to deliver operational excellence. You’ll promote the highest standards of customer care and develop and deliver strategies and programs to improve the quality of all services provided to customers.

Key areas of responsibility include delivery of;

  • Strategy
  • Budgets
  • Environmental, Human and Economical Sustainability
  • Health, Safety and Security
  • Process and Performance Management
  • Change Management
  • Contractor Management
  • Team Management

To be successful in this role you will be a self-starter with the drive and self-discipline to work effectively with minimal management. You will have the personal presence and natural gravitas to inspire confidence in others. With a calm demeanour you’ll remain unflustered even in high stress/pressure situations and be a strong team player with experience in managing a variety of skills and disciplines.

In addition to the above, you should be able to clearly demonstrate the following;

Education, Qualification & Training

  • Degree/Post Grad in relevant field
  • Member of relevant professional organisation (BIFM/RICS)
  • Ability to deliver effective training in customer care and service excellence
  • H&S qualification (desirable) Must have demonstrable knowledge of H&S legislation with IOSH/NEBOSH

Skills, Knowledge & Experience

  • Experience of managing a large and geographically diverse portfolio
  • Extensive Senior FM management experience
  • Managing complex change and improvement programmes
  • Managing, setting and re-forecasting multi-million pound budgets
  • Devising, managing and letting FM contracts
  • Demonstrable ability to deliver a high level of customer satisfaction
  • Contractor/Vendor Management
  • Delivering to SLAs and KPIs
  • High levels of five star customer focus
  • Motivated to achieve excellence
  • Attention to detail, highly organised
  • Strategic and innovative thinker
  • Highly computer literate
  • Outstanding oral and written communication skills
  • Highly numerate and confident with budgets