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Customer Services Team Leader - Maternity Cover, 9 months

UBM

Job Reference:UBM-CSX-06636

Location:UBM

Closing Date:20/07/2019

Department:Customer Services

Division:Global Support

CONCEPT:

Manage, control and monitor efficiently the day-to-day operation of the Helpdesk function. To review and change operating procedures to ensure smooth running across the customer services department.

Manage the ground floor and 19thfloor reception at supervisory level to ensure smooth running of day to day operations for both UBM and their sub tenants. To manage and delegate work across the team to ensure priorities for the business and customers are efficiently met.

RESPONSIBILITIES AND KEY ACCOUNTABILITIES:

Helpdesk

• Effective management of all preventative maintenance (PPM) scheduling and reactive service calls, including logging of jobs, seeing through from start to completion, and escalating where appropriate

• Produce a variety of reports regularly, collation of statistics and any other adhoc reporting / analysis requested. Strategic decisions to prioritise work load to the business and clients.

• Keeping the back office and job lists up to date (assets and assigned users)

• Placing call outs and managing suppliers and arranging engineer visits and access

• Maintain the team calendars, holidays and site issues

• Following up on overdue jobs to update the FACTS system

• Building relationships and understanding needs of the facilities managers for both UBM and their tenants

• Processing new starters through both Oracle and Service Now in order to produce access cards via the AC/VMS system

• Producing new visitor and contractor cards when required

• Responsible for maintaining access levels via the VMS

• Ordering helpdesk supplies such as cards and printer ink from external suppliers and raising POs

Support

• Ensuring all work is carried out in a safe working manner

• Internal communications including building emails and the 240 hub page

• Ensure both the gym and cyclist memberships are monitored and kept up to date

• Build and maintain a strong working relationship with PA’s/EA’s and key stake holders to ensure smooth running

Events

• First point of contact for UBM staff and their clients in enquires about the 19th floor event spaces

• Booking and coordinating events using the event calendar, room booking system and event booking forms

• Liaising with the catering manager for event catering requirements

• Attending event meetings where needed to engage at the decision making stage ensuring the customers’ needs can be met

• First point of contact for event set ups with the AV team, facilities coordinator, catering team, event host and assisting with any information they may need about the building

• All bookings, guest lists, function sheets to be checked for accuracy before the start of each event. Liaising with other departments when necessary

• Ensuring recharging for event services is correct for both the business and their clients

Reception /Switchboard

• Ensuring all visitors are catered for in the correct manner, issuing visitor cards through both the VMS and the tenant spreadsheet

• Answering incoming telephone calls both via the switchboard and internally to then direct the call according to the UBM procedures

• Issuing staff temporary cards and ensuring that their lockers open with their temp card.

• Informing host that their visitor(s) has arrived

• Ensuring reception is always presentable

• Liaising with the landlord management team and security as required

• Ensuring that reception is the first point of call for event attendees and issuing passes for access to the 19thfloor

Room Bookings

• Receive bookings either by telephone, email and the Manhattan booking system

• Ensure rooms are well managed, setup correct, room is clear and hospitality delivered and collected in line with the users requirements

• Send out confirmations of bookings

• Liaise with the catering teams to ensure the correct service is provided

• Assist with any AV issues which might arise in a meeting

General

• Be an escalation point for all staff

• Provide training across all reception, events and helpdesk roles

• Consider and advise the facilities management team on areas of which could be streamlined to provide an efficient customer service team

• Monitor and assist in the management of performance across the customer services team

• Represent the customer services team within the business and for customers where needed

Reporting to:

• Facility Manager

Personal Specification:

Minimum 3 years experience of working on a reception in blue chip environment. Flexible approach. IT skills (MS Office). Customer focus.

Personal Development:

Create, own and manage personal development plan

Quality & Innovation

• Solution orientated

• Drives for achievement

Client & Customer Satisfaction

• Customer Focus

• Relationship Management