Customer Service Manager/Facilities assistant manager - Homes for Students - Birmingham
(2021-05 - 2026-05)
Property management and FM management with main manager portfolio management. Leading facilities and customer service operations.
- Keeping to KPIs booking and checkouts
- Payments and debt follow ups inventory and stock control
- Health and safety checks customer service inbound and outbound answering emails
- Managing customer service kpi
- Managing and training customer service team members and supervisors
- Setting goals and target monitoring
- Call center type environment high volume incoming calls
- Driving to various building to monitor patrol and inspect
- Write incident reports for handovers
- Regular patrols, regular check calls, and logs
- Ensure the effective monitoring of visitors and employees on-site, conducting random searches and assisting to maintain high levels of security on sites
- Perform the role within Health and Safety regulations and be responsible for own health and safety as well as colleagues
Customer service/Facilities Assistant - Hilton Hotel Park Lane - London
(2016-01 - 2021-05)
Managing hotel facilities maintenance and leading the maintenance team in providing reactive and proactive, multi-skilled maintenance services.
- Managing of repairs, installations and upkeep of Hotel facilities
- Maintaining equipment, planning repair activities, and developing maintenance procedures and the team
- Leading the Hotel Maintenance team in providing both a reactive and proactive, multi-skilled maintenance service on all operational equipment and facilities
- Planned scheduling and overseeing the adherence and timely completion of work carried out
- Key Performance Indicators (KPI's) ensuring that Health, Safety and Environmental requirements are adhered to
- Managing the team on technical best practice and establishing standard policies and procedures whilst also mentoring and leading the department
- Implementing and managing continuous improvement by highlighting deficiencies and recommending changes in training, working practices and processes
Customer service/facilities assistant - GlaxoSmithKline - Texas
(2013-01 - 2015-01)
Fully responsible for overseeing maintenance of two office buildings and warehouse. Managing stocks and providing seamless service to internal and external customers across two sites.
- Fully responsible for overseeing maintenance of two offices buildings, ware house
- Manage stocks, ensuring that front of house and the post room provide a seamless service to all internal and external customers across two sites
- Raising the profile of the department by seeking and acting on feedback and providing a first class service to internal and external customers and receiving excellent feedback from internal departments in relation to department performance and management style
- Managing the company meeting room booking diary and setting up conference and meeting rooms for events and meetings, providing refreshments and ensuring that AV equipment is provided and tested
- Managing, mentoring, providing guidance, training and improving performance through collaborative team building culture for the post room, records management and reception through appraisal and one to ones and providing daily hands on assistance as required
- Ensuring that the archive policy is adhered to and managing the company's archives to ensure documents are readily available and archives not held longer than required
- Procuring all department related goods and services as required to include copiers, printing, cleaning etc, at best value, agreeing terms and conditions, service level agreements and ensuring compliance through active monitoring of service level agreements/key performance indicators and developing good supplier relationships with regular documented meetings
- Setting and monitoring the entire departmental budget of over 1.5 million and ensuring that no unauthorised overspends occurs and aligning departmental services with strategic objectives
- Reviewing and improving work processes and documenting these in the department folders and manuals
- Completing daily floor walks to note repairs required and to liaise with contractors as required or providing hands on maintenance where required
- Fully responsible for planned preventative maintenance to the infrastructure and building, determining repair/enhancement to include HVAC, lifts and maintenance works, securing quotes, managing on-site contractors, ensuring that method statements are completed and adhered to
- Space planning internal relocations at all the company's sites and overseeing and assisting with any work required to complete this task
- Completing health and safety inductions for new starters and work experience students, to include DSE assessments and remedying any issues raised
- Reviewed the health and safety policy, completed a health and safety audit and introduced new policies to ensure full compliance with regulations
- Ensuring that the appropriate number of first aiders and fire wardens are maintained and that training records are maintained
- Organising regular fire drills and ensuring compliance with legislation
Sales Assistant - HARVEY NICHOLS - London
(2007-02 - 2008-09)
Sales assistant on the tills during last year of college.
- Dealing with money, ensuring customers were satisfied with their shopping experience and if not relaying on information to the correct people
- Spoke and met a diverse group of people every shift
- Completed all the till trainings and became more confident handling money
- Collected the money from the tills with supervisor, counted it and secured it in a safe at the end of the week
Personal Assistant - African union of architects - Texas
(2012 - 2014)
Assisting the MD and direct reports with administrative duties.
- Reading with diary management, travel and related travel expenses including mileage logs
- Copy typing
- Proof reading
- Arranging meetings and taking minutes at senior and board level meetings
- Providing ad-hoc support to HR, around confidential and sensitive issues
- Event organisation
- Organising external and internal meetings with relevant catering
