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Client Service Manager- HVAC

Southampton, Hampshire
£50,000 to £55,000
Job Type
20 Sep 2022
Client Service Manager £50,000-£55,000 plus package Ideal candidate to be in the Hampshire/Surrey area Role description Scope CSM are ultimately responsible for the results and the performance of their area and of their teams Leadership characteristics and Core Competences There are six Core Competences required to effectively fulfil the role of a CSM Business and Turnover development, Team building and development Performance managementClient relationship managementCompliance to internal and external requirements The six Core Competences require to be blended with the following Leadership Characteristics responsiveness to Clients requirements and expectations sense of urgency in responding to Clients and market solicitations can do attitude to go effectively over the various humps and bumps on the way enthusiasm to build the business and build organisation capability passion for their Clients and for their team Let s look into these six elements in details in terms of Objectives and Key Deliverables. Business and turn-over development Objective: the CSM is the key driver for business and turn-over growth at existing and new Clients Key Deliverables: take over problems from Clients shoulders and solve them proactively identifying remedial works to be carried out beyond routine planned maintenance proactive partnering with Clients providing them with top service engage with Clients on capital replacement planning effectively on-board new Clients understand their USP (unique selling proposition) and who their competition is at every site submitting energy saving proposals Team building and capability development Objective: CSMs develop their teams to work effectively and efficiently and are on a never ending quest for the development of the capabilities of their engineers Key Deliverables: 1. steer the development of engineers across the competency levels 2. protect, nurture and drive engineers retention 3. facilitate team working and team dynamics 4. proactively participate in definition and recruitment of engineers 5. team play with other CSMs 6. constructively engage with their CSS and the rest of the Back Office team 7. be transparent on and challenging poor performance Performance management Objective: sustainably deliver the yearly turn-over target at target margin Key Deliverables: 1. KPIs are at/above target 2. owns a 4 weeks rolling work plan for turn-over prediction and Engineers capacity utilisation 3. develop and follow a yearly operating plan with relevant monthly gap analysis to deliver the yearly target 4. review, with Finance support, the cost performance of their area and take measures to ensure target margin is achieved 5. all works are completed adhering to cleints safety and quality standards Client relationship management Objective: No Clients complaint and as well Clients would take you with them if changing job Key Deliverables: 1. meet Key Accounts with a given frequency 2. understand Clients style and adapt appropriately 3. return Clients calls latest by the end of the same day and respond to Clients mails latest within 24 hours (acknowledge Clients) 4. meet commitments; do not make promises you cannot keep 5. maintain regular communication 6. understand and exceed Clients expectations Compliance to internal and external processes and requirements Objective: behave in adherence to standard clients work processes partnering and leveraging on the infrastructure made available 1. communicate timely, efficiently and completely 2. ensure processes are adhered to also in your absence 3. adhere to clients principles 4. turn compliance requirements into a revenue stream Technical Mastery Objective: nurture the trust of Client towards clientstechnical competence reputation via developing their teams technical competence and developing their own technical aptitude 1. know your technical limits and where to get help on a timely basis 2. develop symbiotic relationship with Suppliers 3. ensure the team is technically autonomous for routine tasks and as well for trouble shooting and problem solving 4. ensure your team stay at the fore front of technology If this sounds like you please email your cv asap
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  • Job Reference: 717175870-2
  • Date Posted: 20 September 2022
  • Recruiter: Infinity Resource Solutions
    Infinity Resource Solutions
  • Location: Southampton, Hampshire
  • Salary: £50,000 to £55,000
  • Bonus/Benefits: vehicle and bonuses
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent