Job Description
Customer Operations Manager, Facilities Management Shared Service Function
(Based in Milton Keynes)
About Us
BGIS is an innovative new to the facilities management industry company, committed to delivering best in class support services to our clients. We are creating the Gateway, our shared service function in Milton Keynes initially to support a new contract win and then to expand across our existing customer base to become a key differentiator in the market. The right person will be joining not for a job but to start a career, the service is designed to foster exceptional career progression and personal growth, making BGIS an ideal place for ambitious professionals to thrive.
Job Summary
We are looking for an experienced and strategic Customer Operations Manager to lead our shared service centre, called The Gateway. This role will oversee the Helpdesk Advisor and Lead Contract Support roles, ensuring seamless support for our accounts with reactive and planned maintenance activities. Additionally, the Customer Operations Manager will be responsible for the new account intake during mobilization, including customer and site visits to understand client requirements and process mapping and documentation of procedures to ensure a smooth transition into the shared service centre. The ideal candidate will drive compliance, efficiency, and exceptional service delivery, supporting both current operations and future growth.
Key Responsibilities
* Leadership and Management: Provide strong leadership and direction to the Gateway team, including Helpdesk Advisors and Lead Contract Support personnel, interview and recruitment of team as the function scales.
* Account Engagement: Liaison with Gateway account users and work with them to improve services.
* Operational Oversight: Oversee the day-to-day operations of the helpdesk and contract support functions, ensuring timely and effective service delivery.
* Strategic Planning: Develop and implement strategies to support the growth and scalability of the Gateway, aligning with company goals and client needs.
* Compliance Management: Ensure all reactive and planned maintenance activities comply with relevant contractual obligations and requirements.
* Performance Monitoring: Establish and monitor key performance indicators (KPIs) to assess and improve service delivery, response times, and SLA compliance.
* Client Relations: Build and maintain strong relationships with clients, acting as the primary point of contact for escalations and strategic discussions.
* Continuous Improvement: Identify opportunities for process enhancements and implement changes to optimize efficiency, service quality, and client satisfaction.
* Financial Oversight: Manage budgets, approve expenditures, and ensure financial processes align with company policies.
* Team Development: Mentor and develop team members, fostering a collaborative and high-performing work environment.
* Reporting: Prepare and present regular reports on operational performance, compliance, and client satisfaction to senior management.
* New Account Intake: Lead the mobilisation of new accounts, including conducting customer and site visits to understand client requirements, process mapping, and documentation of procedures to ensure a smooth transition into the Gateway.
Qualifications
* Education: Bachelor's degree in Facilities Management, Business Administration, Operations Management, or a related field required; advanced degree preferred.
* Experience: Proven experience in a customer operations management role within the facilities management industry, overseeing helpdesk and contract support functions.
* Technical Skills: Proficiency in facilities management software, MS Office Suite, and a solid understanding of building systems, maintenance procedures, and compliance requirements.
* Soft Skills: Exceptional leadership, communication, and interpersonal skills with a strong customer-centric approach.
* Certifications: Relevant certifications such as Facilities Management Professional (FMP), Certified Facility Manager (CFM), or similar are advantageous.
Personal Attributes
* Strategic Thinker: Ability to develop and implement strategic plans to drive growth and operational excellence.
* Problem Solver: Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
* Positive Attitude: A happy, positive, and can-do character with a passion for helping people and enhancing client satisfaction.
* Team Player: Ability to work effectively in a collaborative, team-oriented environment.
* Attention to Detail: Meticulous attention to detail with a focus on accuracy and compliance.
* Agility & Adaptability: Willingness to adapt to changing priorities and handle multiple tasks simultaneously.
* Responsibility - take responsibility and proactively drive toward the vision of the Gateway.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success