Location: Orega Centre-based role
Department: Operations
Reports to: Area Operations Manager

Lead a brilliant centre experience for our customers, visitors and teams

Orega is looking for a confident, commercially minded and customer-focused Customer Services Manager to lead one of our business centres.

This is a hands-on leadership role where you will be responsible for the smooth day-to-day running of the centre, delivering outstanding customer service, leading and developing your team, and ensuring our customers receive the professional, responsive and high-quality experience Orega is known for.

You will be at the heart of the centre: building relationships with customers, understanding their business needs, supporting renewals, maintaining service standards, and ensuring the building always looks and operates at its best.

The role

As Customer Services Manager, you will take ownership of the customer experience, centre operations and team performance.

You will work closely with colleagues across Operations, Sales and Marketing to retain valued customers, maximise satisfaction, support revenue growth and ensure the centre runs efficiently, safely and professionally.

This role would suit someone who enjoys being visible, involved and accountable — a natural leader who can balance customer service, commercial thinking, people management and operational detail.

What you’ll be doing

You will:

• Lead the day-to-day operation of the centre, ensuring the building, systems and processes run smoothly.

• Build strong relationships with customers, understanding their businesses, future plans and service needs.
• Monitor customer service standards and resolve issues quickly, professionally and effectively.
• Support customer retention by managing renewals for customers of 10 workstations and below, and assisting the Sales team with larger renewals.
• Implement strategies to improve customer satisfaction, customer spend and overall centre performance.
• Manage centre tours and ensure potential customers receive a professional and welcoming introduction to Orega.
• Work with Sales and Marketing colleagues to support the turnaround of vacant offices.
• Lead, motivate and develop your centre team to meet Orega standards and centre objectives.
• Ensure the centre is appropriately resourced, rotas are managed effectively and team members receive regular feedback and development support.
• Oversee move-in and move-out processes, including the Perfect Move In process and associated administration.
• Maintain accurate client files, operational records, purchase orders, delivery notes, audits and reporting.
• Take responsibility for the look and feel of the centre, ensuring all areas are professional, well-presented and aligned with customer and visitor expectations.
• Ensure security procedures and health and safety standards are maintained, including fire testing, risk assessments and relevant compliance activity.
• Ensure the team has the product, systems, IT and telephony knowledge needed to support customer requests.
• Represent Orega professionally at all times and promote a positive image of the business.

What we’re looking for

We are looking for an experienced customer service leader who thrives in a commercial, customer-facing environment.

You will bring:

• 3–5 years’ experience in a customer-facing commercial B2B environment.

• 2–3 years’ experience managing a team, including performance, development and compliance.
• A strong track record of delivering excellent service standards.
• Commercial awareness and an understanding of revenue, margin, renewals and profitability.
• Confidence in building customer relationships and supporting retention.
• Strong negotiation and influencing skills.
• Experience with budgeting, reporting and operational administration.
• A positive, open and professional communication style.
• Good planning, organisation and stakeholder management skills.
• Confidence working with senior colleagues, customers and external partners.
• A calm, resilient approach and the ability to perform well under pressure.
• Strong attention to detail and a proactive, solutions-focused mindset.
• Good computer literacy and confidence using business systems.

The person

You will be someone who enjoys leading from the front. You are visible, approachable and energised by delivering excellent service.

You will be confident managing people, solving problems and keeping standards high. You will also understand the commercial importance of customer satisfaction, renewals, retention and revenue growth.

You will be professional, tactful and discreet, with the ability to build trust with customers, colleagues and stakeholders.

Why join Orega?

At Orega, we create professional spaces where businesses and people can perform at their best. Our Customer Services Managers play a critical role in making that happen.

This is an opportunity to take ownership of a centre, lead a team, build meaningful customer relationships and directly influence the success of the business.

You will be joining a growing business where service, professionalism and customer experience sit at the centre of everything we do.

The opportunity

This role would suit an experienced Customer Services Manager, Centre Manager, Front of House Manager, Operations Manager, Hospitality Manager or serviced office professional who is ready to take ownership of a busy, customer-focused commercial environment.

If you are a strong people leader with excellent customer service standards, commercial awareness and the drive to deliver a best-in-class centre experience, we would love to hear from you.