Job title: Senior Service Manager (maternity cover)
Salary: £35,000 (pro rata)
Job location: BPR Group’s Head Office at Lant Street, Borough SE1

Hours

37.5 hours. Mon-Fri. 9am to 5:30pm – or as the job requires. Calls from clients expected to be answered at weekends plus 1 hour either side of start and end time within the week.

The Company

Flexible, reliable and ethical. We believe that commercial success depends on constantly growing and developing our business. We value speed and agility of response to change. Only by changing can we continue to meet our clients’ needs and ensure that we as a team will grow and prosper.

The Role

You will be working as part of the Service Delivery team, ensuring our largest clients receive the highest level of service as well as helping them hit their sustainability goals. You will deliver pro-active and responsive management to some of BPR’s largest and most prestigious clients, working in collaboration with the Account Management team who will manage the commercial aspects of the contracts. The Service Delivery team are responsible for the operational success of their clients.

You will be attending client site visits and meetings, as well as quickly resolving any service issues that come to light.

KPI’s

• Collection success rate for clients at 98%
• To ensure actions on Prada are discussed with clients within < 1 days and resolved within < 3 days
• Emails to be responded to within 4 hours
• To call back clients within 2 hours of missed phone call
• [To attend a minimum of 20 site visits/meetings a month]

Duties

Customer Service

• To build good rapport with the accounts you are assigned
• To promptly deal with customer queries via telephone and email
• To be the first point of escalation for service issues
• To attend formal client review meetings
• To write up actions from meetings that you attend
• To ensure AM is kept up to date on client status where appropriate
• Ensure client receive their reports in a timely manner and be able to discuss this with them in a knowledgeable way

Operational

• To have a good operational understanding of customer sites and BPR services
• To have a good working relationship with the Operations Team working with them to keep escalation to a minimum
• To deal with Prada actions in a thorough manner to ensure a long-lasting resolution. E.g. blow outs and contamination
• To independently visit sites to manage sites issues e.g. access, faulty equipment, RFID issues
• Organise new site set ups from first win to installation

Commercial

• To check adhoc invoices and ensure billing accuracy
• To deal with adhoc invoice queries
• Cross selling services (including office supplies) where appropriate

Sustainability

• Deliver the sustainability products to your clients (floor walks, training, lunch & learns, facility tours etc)
• Keep up to date in industry press to ensure you can speak articulately to clients about relevant topics
• Keep up to date on the industry within your specialism
• To make recommendations for improving recycling on site where appropriate

Other Duties

Carry out any other reasonable duties as requested by line manager

Expected working style

• Ethical and honest representation of the Company’s products and services
• Polite, professional, and enthusiastic
• Ability to look for solutions, not problems

Skills

• Personal interest in the environment
• A strong customer focus, with good listening and questioning skills
• You will have excellent verbal communications skills and be able to confidently engage and converse with a range of people including, directors, cleaning managers and loading bay staff
• Well organised, you will be able to manage your time to ensure work is completed on time
• You will have excellent writing skills and be able to complete reports to a high standard
• High level of responsiveness and problem solving skills with the ability to close out on-going service issues.
• Excellent Presentation Skills
• At least 3 years waste management experience
• An environmental degree would be desirable

Benefits:

• Charity volunteering opportunities and social activities
• Office has panoramic views across the capital
• Employee pension scheme and a travel season ticket loan
• Dedicated individual training budget
• 22 days’ annual leave (rising to 25 after 2 years in role)

Excited about joining us and taking the next step in your career? Then please email your CV and a cover letter to [email protected] and quote ‘Senior Service Manager’ in the subject line.