The ACSM has overall responsibility for assisting the CSM to manage the Centre/CSR(s)
and to meet the highest standard of customer service and renewals. The role is
extremely varied and you will be expected to handle multiple tasks.
Key Responsibilities and Deliverables

Customer Services

• Help your CSM and CSR(s) to meet the highest standard of customer service

and understand the needs of Centre customers.

• Effectively handle enquiries from clients, the Customer Service Manager and

the management team.

• Work as one team with your CSM/CSR(s) to deliver targets – including opening,

closing and daily check standards.

• Ensuring the Centre building/facilities are of the expected high standards at all

times.

• Support the client move in/move out procedures and turnaround of vacant

offices/MRs with full completion of associated paperwork/administration & AML

Compliance to schedule.

• Ensue preparation and maintenance of client files.
• Deal with and oversee the CSR(s) ability to handle customer/visitor enquiries

professionally.

• Assist and ensure all secretarial/administrative/customer invoicing/chasing

customer payments etc. are completed accurately.

• Get to know Centre customers and their businesses to promote business

awareness and upselling opportunities.

• Ensure your Centre looks and is run professionally to meet the expectations of

customers and their visitors by performing regular housekeeping checks.

• Liaise with suppliers to include instruction of maintenance works and ensuring

costs are kept to a minimum.

• Handle all purchasing and Centre stock control, including Purchase Order’s.
• Be trained in all AV equipment and handle all IT/Telephony (liaising with Silver

Lining) to successfully handle customer enquiries using the Orega portal where

applicable.

• Providing administrative support to the CSM and sales support to the Regional

Sales Manager.

• Liaising with building management teams where applicable to ensure smooth

relationships between all parties.

CSR Supervision

• Managing the daily and weekly tasks of the team ensuring all responsibilities

are covered and high standards are met.

• Leading the morning team meeting
• Dealing with telecoms enquiries to include moves & changes, faults and

upkeep of data records.

• Assist in marketing by ensuring empty offices are set up to company show

standards.

• Assisting in the process of the client move in by managing the inventories,

issuing of keys & passes.

• Ensuring company standards are adhered to by conducting the Quality

Standards Audit monthly.

• Oversee CSR(s) on a day-to-day basis and manage the Centre/CSR(s) in the

absence of the CSM e.g. inform CSR(s) the day’s priority and delegate jobs as

necessary.

• Conduct all ‘Back to Work’ interviews in conjunction with the CSM.
• Conduct and attend regular 1:1 review meetings with your CSR(s) and provide

feedback to your CSM and HR manager.

• Ensure rota management to allow development time for your CSR(s).
• Ensure time for your own and your CSR(s) personal development.
• Ensure Orega’s Health & Safety policies/procedures are adhered to including

Centre Fire Risk Assessment, PAT testing, Weekly Fire Testing etc.

• Providing training & support to junior staff.
• Pursue personal development of skills and knowledge necessary for the

effective performance of the role.

Finance

• Manage all aspects of invoicing to include prebilling, billing, invoicing & account

queries, direct debit collections and debt collection.

• Liaising with CSM for any credit note queries.

Sales and Marketing

• Deliver centre tours in support of the CSM and ensure your CSR(s) are trained

to confidently handle tours on their own.

• Ensure CSR(s) understand the main points of Orega Licence Agreements

including T&C’s and any usual special conditions/requests.

• Ensure Orega brand guidelines are adhered to in centre signage, email

standards and in producing any Orega branded documents

Health & Safety

• Ensure your team is reminded they have a legal responsibility and duty of care

for the health and safety of themselves and others by adopting the safe
working practices such that they do not put themselves, colleagues, clients or

visitors at risk.

• Complete all relevant Edapp training courses.

Essential Skills, Experience & Qualifications

• 2-3 years outstanding customer relationship skills
• 1-2 years experience of engaging in influencing client renewals and general

finance is preferred

• 1-2 years experience in a commercial environment where you will have acquired

good knowledge of service operations is a must

• Willing to take on a team manager role
• Ability to demonstrate systems monitoring and compliance is necessary
• Confident communication and presentation skills
• Curious and people oriented with the ability to engage customers and ask

questions with ease

• Excellent influencing skills and positivity is required
• Computer literate and will to learn and show others how to use IT/Telephony is

essential

• Good at planning and organising

Competencies & Personal Attributes
Outgoing, enthusiastic, honest and confident individual who possess the following

attributes:

• PC Literate with advanced knowledge of Microsoft packages
• Excellent team player, with the ability to manage and supervise junior staff
• Confidence to interact with a range of clients up to Board level
• The ability to multi-task
• A proactive approach to the working environment
• Ability to operate sensitively in multicultural environments and build effective

working relations

• Self-motivated, excellent team player with strong (written and verbal)

communication, interpersonal and diplomatic skills

• Ability to maintain and control and perform during stressful situations
• Is confident and at ease when handling customer/visitor enquiries
• Positive and proactive energy
• Initiative and proactivity
• Attention to detail and great organisation

Limits of Authority

Personnel, Financial, Operational

• No authority to appoint, discipline and dismiss employees.
• No authority to approve annual leave and absence.
• No authority to spend/commit Orega to spend within individual agreed limits.
• No authority to sign agreements or contracts.
• Authority to suggest improvements to processes/procedures in consultation

with your CSM.
Assistant Customer Services Manager should be competent in the following Orega

processes:

• Sales

Please refer the Job description for details