Senior Assistant Customer Service Manager

Senior Assistant Customer Service Manager

London
• Posted 11 March 2025

Full time
• Start ASAP

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.

• 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 Silver Lining) 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.

• 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.

• 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.

• 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.

• Ensure your team is…