KBR Sr. Manager, Real Estate Services in ENG, United Kingdom

Title: Sr. Manager, Real Estate Services

Location: GB-ENG-Leatherhead

Job Number: 1048114

KBR has developed and implemented an innovative, cost effective solution for the management of FM services across a wide range of service lines. The FM Integrator concept is an integrated approach for the Management of FM services which is an evolving model in the FM market. As part of the ongoing growth of its Facilities Management business, KBR is actively recruiting to expand its FM Management team to manage current and future public sector facilities management Integrator contracts.

The role of the Customer Services Manager is to spearhead best practice, operational development and supporting growth strategy for the entire soft service line across multiple contracts. Responsible for the efficient operation of all soft FM operations and contracts ensuring the highest quality standards are adhered to; that best value is incorporated into all areas of work; developing a strategic way forward for the development and continuation of the service; finding solutions to improve the Service Delivery experience for the customer and increase profitability; and the effective supervision of all staff under their management.

As a strategic leader, the post holder will provide clear direction, visibly drawing out and championing the changes which deliver service transformation for the end user and customers. Strong communication and influencing skills will be essential as the role will involve working closely with stakeholders, staff, managers and KBR staff to help design and implement new business processes,

The role is responsible to the Operations Director:

Lead on the design, creation and management of a customer service model which ensures that customer needs are met and exceed

To develop and operate the operational plan for the National Integrated Service Centre including practical strategies to make the business more successful, recommending changes to services to fulfil customer contract requirements, and maintaining an Operations Manual for all service arrangements.

Responsible for overseeing and delivering a 5* service in accordance with The KBR Way.

Delivering the customer journey through educating, process improvement and the implementation of The KBR Way and associated initiatives and procedures.

To serve multiple customer bases effectively and efficiently to provide 24x7 services which will retain customers whilst maintaining profitability targets, measured by customer satisfaction surveys and financial reporting.

To develop and implement the NISC policies and procedures governing customer contact, correspondence and the handling of customer complaints and compliments, which support effective decisions to help the NISC run smoothly but also serve to prevent difficult situations in the future, measured by management of escalations, incidents and complaints.

To track contact quality and contact volume, producing metrics for service performance, resolving discrepancies and areas that need improvement by delivering a service improvement plan and regular updates to their line manager.

To provide a work environment which engenders positive energy, motivation, creativity and teamwork amongst employees, by conducting briefings, meetings, listening to issues and concerns, setting a positive example, and showing professional leadership qualities.

Focus on development and succession through training, mentoring and empowering staff to make decisions.

To develop and manage the technology to increase customer service capability and decrease cost.

To innovate and improve efficiency through new and amended processes.

Identify and implement strategies to improve quality of service, productivity and profitability

Liaise with company management to support and implement growth strategies

Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.

Lead by example in the use of best practice of the company’s standards, values and behaviours.

Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business.

Identify all relevant stakeholders to ensure, where appropriate that their needs are incorporated

Develop and maintain constructive relations with all stakeholders. Deliver effective communications and engagement using stakeholder and communication plans

Qualifications:

Essential:

Member of a Facilities Management related professional body (e.g. BIFM / RICS)

Minimum of 5 years’ experience in successfully managing customer service within Facilities Management

including service centre / call centre environment / customer service role

Experience of working with customer and supplier SLAs, performance measurement and personal work targets and working on performance of own team.

Experience of operating multiple contracts.

In-depth knowledge of customer service principles and practices

Desirable:

Experience of managing complex contract structures, balancing the demands of client, internal stakeholders and external suppliers

Experience of delivering Hard and Soft FM services

Experience and Skills:

Demonstrates in-depth understanding of soft FM best practice and innovation across various related functions

A persuasive nature and influencing skills with a proven record of engaging and inspiring others to achieve higher standards and to put customer satisfaction levels at the forefront of their thinking

The ability to deliver excellent customer service with strong customer focus.

Strong communication skills and able to problem solve with a can-do approach to issues

Experience in setting target service levels, ensuring they are achieved, and identifying innovative ways to enhance current service levels to surprise and delight our customer base;

Experience of managing the performance and development of direct reports and their teams

Experience in developing resource plans fit for business needs, training and recognition programs to improve quality of service, and process improvements to deliver strong results;

Proven track record in developing new initiatives to increase productivity, gain efficiencies and enhance customer retention

Confident in pursuing both business and personal goals, possessing a strong desire and determination to succeed, but balanced with a customer-centric outlook

Ability to focus on multiple customers with differing contract terms and customer needs.

Strong team player and role model, capable of gaining trust and support of teams and customer.

Ability to relate to others to build strong positive working relationships and lead a team, with strong influencing skills.

Ability to work under pressure in a fast-paced environment;

Strategic and experienced leader with a highly disciplined approach to service and process improvement;

Ability to create short, medium and long term business plans, implement them and monitor success, amending plans where necessary.

Able to adapt to a changing environment

Able to create reports and analyse data with a view to making improvements to processes and procedures

Able to inspire and support team towards the achievement of targets

A desire to continually improve and create a ‘centre of excellence’

An effective time manager with the ability to multi-task.

Strong operational contract focus.

Team player, able to work on own initiative and manage a number of different contracts.

Full security clearance, or be in a position to obtain security clearance

Approachable individual with a professional manner

Methodical in approach to tasks

Self-motivated

Strong Knowledge of CAFM Systems

Project management and resource management skills to plan and accomplish goals

PC literate with PowerPoint, Excel and Word skills (SAP and SharePoint would be advantageous)

Proven ability to work unsupervised and under pressure

Job: Real Estate