Core role: This is a “hands on” role with staff reporting.

The Senior ACSM has overall responsibility for assisting the CSM to manage the Centre/CSR(s) and ACSM and to meet the highest standard of customer service and renewals. The role is extremely varied, and you will be expected to handle multiple tasks.

Key Responsibilities and Deliverables:

Customer Services

• Help your CSM, ACSM and CSR(s) including Meeting Room Coordinator to meet the highest standard of customer service and understand the needs of Centre customers.
• Effectively handle enquiries from clients, the Customer Service Manager and the management team.
• Work as one team with your CSM/ACSM/CSR(s) to deliver targets – including opening, closing and daily check standards.
• Ensuring the Centre building/facilities are of the expected high standards at all times.
• Support the client move in/move out procedures and turnaround of vacant offices/MRs with full completion of associated paperwork/administration & AML Compliance to schedule.
• Ensue preparation and maintenance of client files.
• Deal with and oversee the CSR(s) ability to handle customer/visitor enquiries professionally.
• Assist and ensure all secretarial/administrative/customer invoicing/chasing customer payments etc. are completed accurately.
• Get to know Centre customers and their businesses to promote business awareness and upselling opportunities.
• Ensure your Centre looks and is run professionally to meet the expectations of customers and their visitors by performing regular housekeeping checks.
• Liaise with suppliers to include instruction of maintenance works and ensuring costs are kept to a minimum.
• Handle all purchasing and Centre stock control, including Purchase Order’s.
• Be trained in all AV equipment and handle all IT/Telephony (liaising with SilverLining) to successfully Be trained in all AV equipment and handle all IT/Telephony (liaising with SilverLining) to successfully handle customer enquiries using the Orega portal where Applicable
• Providing administrative support to the CSM and sales support to the Regional Sales Managers
• Liaising with building management teams where applicable to ensure smooth relationships between all parties.

CSR and ACSM Supervision

• Managing the daily and weekly tasks of the team ensuring all responsibilities are covered and high standards are met.
• Leading the morning and weekly team meeting  
• Dealing with telecoms enquiries to include moves & changes, faults and upkeep of data records.
• Assist in marketing by ensuring empty offices are set up to company show standards.
• Assisting in the process of the client move in by managing the inventories, issuing of keys & passes.
• Ensuring company standards are adhered to by conducting the Quality Standards Audit monthly.
• Oversee CSR(s) and ACSM on a day-to-day basis and manage the Centre/CSR(s) and ACSM in the absence of the CSM e.g. inform CSR(s) and ACSM the day’s priority and delegate jobs as necessary.
• Conduct all ‘Back to Work’ interviews in conjunction with the CSM.
• Conduct and attend regular 1:1 review meetings with your CSR(s) and provide feedback to your CSM and HR manager.
• Ensure rota management to allow development time for your CSR(s).
• Ensure time for your own and your CSR(s) and ACSM  personal development.
• Ensure Orega’s Health & Safety policies/procedures are adhered to including
• Centre Fire Risk Assessment, PAT testing, Weekly Fire Testing etc.
• Providing training & support to junior staff and ACSM.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role.

Finance

• Manage all aspects of invoicing to include prebilling, billing, invoicing & account queries, direct debit collections and debt collection.
• Liaising with CSM for any credit note queries.

Sales and Marketing

• Deliver centre tours in support of the CSM and ensure your CSR(s) and ACSM are trained to confidently handle tours on their own.
• Ensure CSR(s) and ACSM understand the main points of Orega Licence Agreements including T&C’s and any usual special conditions/requests.
• Ensure Orega brand guidelines are adhered to in centre signage, email, standards and in producing any Orega branded documents

Health & Safety

• Ensure your team is reminded they have a legal responsibility and duty of care for the health and safety of themselves and others by adopting the safe working practices such that they do not put themselves, colleagues, clients or visitors at risk.
• Complete all relevant Edapp training courses.

Essential Skills, Experience & Qualifications

• 2-3 years outstanding customer relationship skills
• 1-2 years’ experience of engaging in influencing client renewals and general finance is preferred
• 1-2 years’ experience in a commercial environment where you will have acquired good knowledge of service operations is a must
• Willing to take on a team manager role
• Ability to demonstrate systems monitoring and compliance is necessary
• Confident communication and presentation skills
• Curious and people oriented with the ability to engage customers and ask questions with ease
• Excellent influencing skills and positivity is required
• Computer literate and will to learn and show others how to use IT/Telephony is essential
• Good at planning and organising

Competencies & Personal Attributes:

• Outgoing, enthusiastic, honest and confident individual who possess the following attributes:
• PC Literate with advanced knowledge of Microsoft packages
• Excellent team player, with the ability to manage and supervise junior staff
• Confidence to interact with a range of clients up to Board level
• The ability to multi-task
• A proactive approach to the working environment
• Ability to operate sensitively in multicultural environments and build effective working relations
• Self-motivated, excellent team player with strong (written and verbal) communication, interpersonal and diplomatic skills
• Ability to maintain and control and perform during stressful situations
• Is confident and at ease when handling customer/visitor enquiries
• Positive and proactive energy
• Initiative and proactivity
• Attention to detail and great organisation

Limits of Authority

Personnel, Financial, Operational

• No authority to appoint, discipline and dismiss employees.
• No authority to approve annual leave and absence. 
• No authority to spend/commit Orega to spend within individual agreed limits.
• No authority to sign supplier agreements or contracts.
• Authority to suggest improvements to processes/procedures in consultation with your CSM.

Senior Assistant Customer Services Manager should be competent in the following Orega processes:

• Sales
• Forecast
• Debt
• PMI
• TSR (Centre Applicable)
• Orega Portal (Centre Applicable)
• Support
• Renewals
• Move Out
• Meeting Room
• Virtual Office
• Northrow & AML Compliance
• Office RnD
• IRIS
• Ed App Training
• Opening and Closing building
• Health & Safety

This job description is not limited to the responsibilities listed and the incumbent may be requested to perform other relevant duties as required by business needs.

Orega confirms its commitment to equality of opportunities in all areas of its work. All individuals will be treated in a fair and equal manner in accordance with the law regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.