Ensuring and delivering exceptional 5* Customer Service
Client Communication/ Interaction: be the example that you want your team to follow
Resolve issues with speed, empathy, professionalism and decisiveness.
Regular building walk rounds throughout the day to ensure the Centre is as it should be.
Communicating back to the team directly of any issues that need to be addressed in regards to any shortfall in their duties
To note any maintenance issues which require special assistance
To lead viewings for prospective clients, gauge their requirements and put together a proposal to incorporate these
Manage enquiries that come through according to available space within the Centre
To ensure that Health and Safety/ Fire Safety Procedures are regularly being adhered to, and that both staff and clients are also aware of their responsibilities
To hand-pick the team that you want to have to ensure you can work together
Provide the relevant training to your team to equip them in servicing our clients
Come up with fun incentives to keep team morale high and maintain a friendly yet professional atmosphere within the team
Monitor performances by conducting regular objective setting meetings/reviews and always being accessible if they need support
Conducting daily team meetings to ensure the team have allocated time to come together and discuss both the positives and challenges of the day
Overseeing administrative duties for the Centre
Keeping client files up to date, internal phone lists, updating the staff handbooks, etc...
Overseeing document creation: this could include the team typing up actions from team meetings and circulating correctly, ensuring all relevant checklists are updated and used consistently and new documents are implemented as and when required.
Acting as Operator for clients who prefer calls to be answered by the Centre
Assisting clients with their IT & Telephones, including set-up
Preparing offices for client move-ins
To understand the billing system and billing cycles
To keep on top of stock control to ensure the Centre never runs out of stock of anything
Maintaining relationships with suppliers
This is not an exhaustive list; these responsibilities are subject to change.