Service Performance Manager - FM Provider - London - Up to £55k per annum

Exciting opportunity to work for an established FM service provider situated in London. CBW is currently recruiting for a Service Performance Manager to work across our clients portfolio. This will be an office based role with a requirement to attend clients sites as and when required. In return the company is offering a competitive salary of up to £55,000 based on experience.

Hours of Work

Monday to Friday - 08:00am to 17:00pm
(Office or on site visits)

Key duties & responsibilities

Logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey
Managing excellence levels of customer service throughout the journey
Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
Improvement plans against poor performing areas.
Working directly with operational teams to drive continuous improvement
Reviewing trends in data to understand quicker response times
Building process, procedure and governance planning
Ensuring adherence to account KPIs and SLA metric
Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
Track key internal metrics
Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made
Internal monthly reports on QHSE, finance and strategy
Manage the communication for the account, from weekly updates through to regular flow through of communications
Ensure all new hires are processed effectively
Managing clients expectations
Complaints management
Cost & service sheet development
Raising quotes & PO numbers
Data management
Requirements:

A proven track record in Facilities management
Experience in a business or finance environment
Excellent customer services skills
Management experience
Administration Experience
Accounts & Finance experience
Must be IT proficient
Leadership and interpersonal skills
Strong communication skills and the ability to deal with all levels of staff.
Proactive in achieving the highest standard of operation