ROLE OVERVIEW

As our Customer Care Manager, you will be responsible for leading all aspects of customer experience, communication, insight, and engagement on behalf of the various Group Companies which ensures a professional, aligned and customer centric approach to our services.

In this role you will be responsible to the Group Project Director And be allocated to the FM OpCo who provide a post contract care service to the Group OpCo.

OUR CORE VALUES

At Meldrum, we place real importance on recruiting the right person for the right role. Our Core Values govern the culture and behaviours we expect all of our employees to personify.

Integrity
Being honest and having strong consistent moral and ethical standards combined with mutually beneficial colleague relationships in order to drive positive behaviour and culture. Respect and trusting in each other’s ability to do our job well, being accountable for our own actions and therefore being part of a successful team.

Pride & Passion
Placing a high importance on the value of the positive contribution each of us makes to the Organisation and the strength of commitment to do so.

Quality
Providing a level of service in line with our Quality, Environment Management Safety System (QEMS) and Best Practice.

Innovation
New methods of working which drives efficient behaviours and Continuous improvement.

WHAT WE ASK FOR

We are looking for a Customer Care Manager to establish, maintain and develop effective working relationships with clients and other key stakeholders. Ensuring routine meetings are held, and actions are recorded and completed within acceptable timescales.

You must hold a full, clean Driving Licence and previous experience in a similar Customer Care role would be advantageous.

WHAT WE OFFER

We promote a culture which recognises innovative, creative and new ideas which adds value and helps the business grow. This means you will be able to put your stamp on the business.
To support you in achieving the best results, we offer fully funded training in a variety of fields, including technical, managerial and safety training.
We pride ourselves in our twice-yearly Staff Forums, where all employees are invited to celebrate and recognise their achievements with awards, drinks and food.

Meldrum is an equal opportunities employer, which means that the Company is committed to a policy of treating all its employees and job applicants equally.

KEY RESPONSIBILITIES

· Lead on defining the customer experience offer within our project completion and post contract service, ensure all areas within are aligned to this offer, driving improvement, and reflecting upon customer feedback alongside effective communication and engagement frameworks which will support and drive our strategy aims.

· Lead on the creation of clear business led service level standards which support the overall Key Performance Indicators within every service area and feed into key customer experience.

· Propose any investment decisions through accurate data capture and reporting to the Group Service Delivery Director for any Group board meetings.

· To establish, maintain and develop effective working relationships with clients and other key stakeholders.

· Ensuring routine client and stakeholder meetings are held, actions recorded and completed within acceptable timescales.

· To manage the operation of day-to-day processes and routines to ensure the delivery of an efficient and effective customer service function.

· To ensure that any reported issues are fully investigated, data captured and the root cause eliminated or reported on to consider the appropriate action. Ensuring that a plan and timescale is in place and worked to.

· To ensure that suppliers and sub contractors who are responsible for correcting issues are contacted and reminded of their duties to resolve defects and issues that arise as a conseqeuence of their works and take appropriate action to enforce this.

· To ensure an effective post completion defect management service is delivered with timely responses and closure.

· To ensure clients always know what is going on with effective communication to record keeping

· Ensure that appropriate signoffs are adhered to when considering new business opportunities that may come from working with clients post contract.

· To work alongside key internal stakeholders to develop and deliver exceptional sal and tender documents and presentations, in line with Company standards.

· Maintain records and relevant contract documentation in the support of tenders and re-bids for the Business.

· Ensure service delivery in line with SLA’s.

· Maintain the highest standards of presentation, personal integrity and customer support in line with the core values of the business.

· Work in conjunction with IP-07 (FM & Reactive Maintenance Works Procedure) and Work Instruction 22 (Facilities Management Contract Delivery).

· Maintain accurate records using field view to record checks, surveys and investigations along with progress information and sign offs of work completed documentation.

· To undertake such other tasks that may be required as part of the role.

Job Type: Full-time

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Work Location: On the road