Note: Applicants must have the right to work in the UK.

Overview: As a Customer Services Manager (CSM) at Orega, you take overall responsibility for your Centre and the customers within it. This hands-on leadership role involves understanding each customer's business, plans and aspirations, aligning the best possible service and Orega solutions to them, and retaining paying and profitable customers. You will lead the Centre team and report to the Regional Director.

Key Responsibilities:

Customer Services and Renewals:

• Build a thorough knowledge of Centre customers' business needs and aspirations.
• Monitor customer service standards and resolve problems.
• Take responsibility for the renewal process, achieving client renewal objectives and Centre profitability.
• Manage and report on the Centre renewal process.
• Implement strategies to maximise customer satisfaction and improve customer spend and yield.
• Handle client enquiries professionally and promptly.
• Manage the move-in and move-out processes and associated paperwork.
• Ensure client files are prepared and maintained to company standard.

Team Management:

• Lead your team to consistently meet Centre objectives and Orega standards.
• Ensure the Centre is fully staffed and adequately resourced at all times.
• Conduct regular 1:1 review meetings and manage rotas to allow development time for your ACSM and CSR(s).
• Ensure the team is fully trained on products, renewals and customer information.
• Ensure the team has full IT/Telephony product knowledge to meet customer needs.

Centre Management and Administration:

• Ensure the smooth running of the building, systems and processes, including audits, purchase orders, cost control and revenue generation reporting.
• Be accountable for Centre aesthetics, ensuring all areas look and run professionally.
• Check delivery notes against supplier invoices and Purchase Orders, coded and ready for approval.
• Ensure security procedures are maintained.
• Conduct yourself professionally at all times, promoting a positive image of Orega.

Sales and Marketing:

• Manage Centre tours, introducing team members in line with Orega policy.
• Work with the Regional Sales Manager and Marketing to ensure the turnaround of vacant offices.

Health & Safety:

• Take responsibility for all Health & Safety implementation, including Fire Risk Assessments, PAT testing and weekly fire testing.
• Remind the team of their legal responsibility and duty of care for the health and safety of themselves, colleagues, clients and visitors.

Required Skills/Experience:

• 3-5 years of experience in a customer-facing commercial B2B environment.
• 2-3 years of team management experience, including staff performance and compliance (essential).
• 2-3 years of experience in budgeting and accurate reporting.
• Proven negotiation and closing skills, with an eye on profit, revenue and margin.
• High motivation to deliver world-class standards in a renewals and customer services environment.
• Sound generalist HR skills.
• Confident presentation skills, with the ability to ask questions and listen effectively.
• Computer literate.

Competencies & Personal Attributes:

• Excellent commercial awareness.
• Strong team management and development skills.
• Good networker with strong customer relationship skills.
• Ability to influence senior personnel and keep others on side.
• Good at planning and organising stakeholders.
• Positive attitude, energy and an open communication style.
• Ability to act confidentially and sensitively in meeting customer needs.
• Ability to operate with tact in multicultural environments.
• Self-motivated and confident, with initiative and drive.
• Ability to maintain control and perform during stressful situations.
• Strong attention to detail.

Note: This description is not exhaustive, and additional duties may be assigned based on business needs. The full job description will be refined after six months in the role.