Customer Experience Manager - Belfast

Location: Belfast City Centre

Hours: Flexibly during the week to allow for site visits, as required, throughout the working day/night (0400 – 23:00) 5 days out of 7

Salary/Package: £31,000

Main Purpose of Role

Duties of a Customer Experience Manager

• To monitor and maintain the cleaning standards for this location as laid down in the specification
• To work flexibly during the week to allow for site visits, as required, throughout the working day/night (0400 – 23:00)
• To ensure the smooth running of day to day operations by liaising with client, sub-contractors and suppliers
• Be the first point of escalation for Savills representatives in respect of services at all sites
• To build and maintain effective working relationships with key personnel of each location
• To disseminate information on a daily basis to Supervisors and Cleaning Operatives
• To embrace the One Team ethos of the site in dealing with other facilities suppliers and in constant consideration of the impact our activities may have on other stakeholders
• To liaise with the client and other contracted suppliers to design Standard Operating Procedures (SOP’s). To review and report on SOP’s
• Ensure that the contract KPI’s are being met in compliance with contract requirements
• To escalate incidents or areas of concern to the Strategic Account Manager
• To deliver all required information and reports concerning sites for payroll purposes and the production of monthly reports in a timely, concise and accurate manner
• To ensure that all employees are compliant with Company policies in relation to Health and Safety at Work Regulations
• To comply with the Company accident reporting procedure and assist promptly and accurately in the completion of all relevant documentation
• To respond to emergency situations, ensuring minimal disruption to service delivery.
• To ensure all staff are BICSc-equivalent trained to perform all duties required on site and maintain rigorous documentation to support this
• To analyse and adapt the service delivery systems in reaction to variations in client’s needs; including core cleaning regime and frequencies of janitorial servicing
• To ensure all material and consumables are appropriately stocked, controlled and securely managed at all times.
• To ensure all machinery and equipment is fit for purpose and suitably maintained, including any portable appliance testing (PAT) requirements
• To continuously monitoring the standards being delivered, identify shortfalls and propose rectifications, identify training needs and deliver requisite guidance
• To employ ethical selection and interviewing in the recruitment of all new staff
• To ensure recruitment process is undertaken in line with Company procedures and that all due checks of documentation are scrupulously undertaken
• To engage in formal meetings with employees in line with Company HR processes as and when required
• To develop good working relationships with employees and amongst employees in order to engender a strong team spirit amongst each of the site-based teams
• To ensure that employees project a professional image in their dress, behaviour, attitude and method of working

Job role requirements as a Service Delivery Manager

• Minimum three years of experience in Management role
• Excellent interpersonal skills and ability to quickly develop rapport with key stakeholders
• Can do Attitude
• Organisational and time-management skills
• Comfortable working alone and in a team
• Ability to prioritise and manage an ever-changing workload

Benefits as a Service Delivery Manager

• Paid holidays
• Pension plan
• On-going training
• Progression opportunities
• Free On Site Parking
• Company Laptop
• Company Phone

Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work. 

We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success. 

Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities.