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Client Service Manager HVAC

Infinity Resource Solutions



£50000 - £55000/annum vehicle and bonuses


Posted: 21/09/2022

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Client Service Manager
£50,000-£55,000 plus package
Ideal candidate to be in the Hampshire/Surrey area
Role description
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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