Due to a new contract win, our client is currently looking to recruit a Customer Operations Manager for a great new role in Milton Keynes. This is a fantastic opportunity to join a very fast-growing service provider constantly winning new business.

Job summary

This role will oversee the Helpdesk Advisor and Lead Contract Support roles, ensuring seamless support for our accounts with reactive and planned maintenance activities. Additionally, the Customer Operations Manager will be responsible for the new account intake during mobilisation, including customer and site visits to understand client requirements and process mapping and documentation of procedures to ensure a smooth transition into the shared service centre. The ideal candidate will drive compliance, efficiency, and exceptional service delivery, supporting both current operations and future growth.

Key responsibilities

• Leadership and management: Provide strong leadership and direction to the Gateway team, including Helpdesk Advisors and Lead Contract Support personnel, interview and recruitment of team as the function scales.
• Account engagement: Liaison with Gateway account users and work with them to improve services.
• Operational oversight: Oversee the day-to-day operations of the helpdesk and contract support functions, ensuring timely and effective service delivery.
• Strategic planning: Develop and implement strategies to support the growth and scalability of the Gateway, aligning with company goals and client needs.
• Compliance management: Ensure all reactive and planned maintenance activities comply with relevant contractual obligations and requirements.
• Performance monitoring: Establish and monitor key performance indicators (KPIs) to assess and improve service delivery, response times, and SLA compliance.
• Client relations: Build and maintain strong relationships with clients, acting as the primary point of contact for escalations and strategic discussions.
• Continuous improvement: Identify opportunities for process enhancements and implement changes to optimise efficiency, service quality, and client satisfaction.
• Financial oversight: Manage budgets, approve expenditures, and ensure financial processes align with company policies.
• Team development: Mentor and develop team members, fostering a collaborative and high-performing work environment.
• Reporting: Prepare and present regular reports on operational performance, compliance, and client satisfaction to senior management.
• New account intake: Lead the mobilisation of new accounts, including conducting customer and site visits to understand client requirements, process mapping, and documentation of procedures to ensure a smooth transition into the Gateway.

Candidate requirements

• Experience: Proven experience in a customer operations management role within the facilities management industry, overseeing helpdesk and contract support functions.
• Technical skills: Proficiency in facilities management software, MS Office Suite, and a solid understanding of building systems, maintenance procedures, and compliance requirements.
• Soft skills: Exceptional leadership, communication, and interpersonal skills with a strong customer-centric approach.
• Certifications: Relevant certifications such as Facilities Management Professional (FMP), Certified Facility Manager (CFM), or similar are advantageous.

If you are interested in this position please call Tom at our Walsall office or apply accordingly.