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The Village of Farnham Royal in the County of Buckinghamshire

The village of Farnham Royal is located on the border of Berkshire and Buckinghamshire.   Farnham Royal is situated in the South East region of the UK and is governed by South Bucks District council.

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Latest Jobs in
Posted: 15/01/2019

Salary: £36000 - £41000/annum per Annum

Category: Customer Services

Job title: Back Office Team Manager

Location: Near Slough, Berkshire

Salary: Up to circa £40’000 + 10% bonuses + benefits

Contract: Full time, Permanent

Hours: Monday – Friday, Hours are either 8.45am – 5pm or 9am – 5.15pm


Customer Management Resourcing (CMR) is a boutique recruitment consultancy that specialise in mid & executive level roles within 'Customer Management'. This includes all management or analytical roles surrounding Contact Centres, Customer Experience & A.I.

We are proud to be working with a well-regarded, Award winning Transport and Financial Services company in their search for a Back Office Team Manager in Slough.

Service excellence is critical in this high value environment and it requires a people focused approach, alongside a clear focus on delivery of Key Performance indicators.

Scope of the role:

Responsible for managing the employees and their performance in their team. Accountable for the day to day management and achievement of SLA’s, with a clear focus on ensuring your team achieve targets and objectives. Ensuring that customer needs are met through excellent customer service delivery to provide an effortless customer experience. Responsible to maintain a happy, positive working environment where employees are highly motivated and focused to perform to the highest standard by delivering excellent customer service and meet their objectives and targets.

Working in a fast-paced environment with the ability to successfully manage resources, coach your team, improve quality of customer service and acting as a point of escalation where necessary.

You will ideally have experience of growing a team and improving processes and procedures to benefit both the customer and employees.

Main Responsibilities:

* Review and manage team workload effectively and fairly. Operating within process & policy guidelines and ensuring legal compliance where necessary.

* Ensure great customer service is delivered in accordance with SLA’s to customer, drivers and colleagues.

* Management of team metrics and reporting. Ensuring this is communicated within the team.

* Manage team performance to ensure high quality customer service and improved efficiency. Providing continuous coaching and feedback to improve quality and efficiency performance.

* Developing your and your teams knowledge by fully understanding all products, services, processes and customer contracts.

* Develop and maintain strong working relationships with all internal stakeholders.

* Proactively seek continuous improvement by reviewing processes and identifying more effective ways of working, to improve employee productivity. Ensuring your teams development needs are met and ongoing development is supported and encouraged.

* Address all customer feedback accordingly and effectively resolve escalated complaints and complex issues.

* Assist where necessary with change projects. Maintaining flexibility to ensure manager presence when necessary.

Person Specification:

* Comprehensive experience in managing people and employee related issues within a telephone- based Customer Service, shared service centre or contact centre environment with the ability to effectively manage a team of 10-12 people.

* Experience of working in a fast-paced target-driven environment.

* Demonstrate integrity and honesty in all business activity.

* Understanding of how to improve a team to deliver great customer Service, with experience of working in a commercial customer facing business to business organisation.

* Comprehensive experience in leading and motivating people individually and within teams.

* Proven ability to influence both internally and externally to the organisation.

* Ideally experience/ knowledge of the automotive or financial services industry, although this is not essential.

* Positive attitude and motivational management style

Benefits/ Remuneration:

* A competitive salary of £40’000

* 10% Bonus scheme

* 25 days annual leave plus bank holidays (option to purchase/ sell holidays)

* On-site parking

* Pension scheme

* Flexible benefits scheme including holiday purchase and gym membership

How to apply:

To be considered for this opportunity or for more information, you will need to email an updated CV quoting job reference '10900-NF'

We do endeavour to respond to as many applications as possible, however due to the high volume of applications we tend to receive we cannot always advise each individual unsuccessful applicant. If you haven’t heard from us within 14 days of submitting your application, please assume that on this occasion you have been unsuccessful
Posted: 11/01/2019

Salary: £16 - £17/annum per Annum

Posted: 12/12/2018

Salary: £30000 - £40000/annum Call out rate plus commission per Annum

Category: Engineering

Security Systems Engineer – South East England

Our client is recruiting a Security Systems Engineer, based in the South East of England to join it’s growing service team. The Security Systems Engineer will need to have a bright and methodical approach to service works and be able to install, commission and maintain systems to a high standard. They must be self-motivated to work alone as a representative of our client, but also work within a team of service engineers when required. They must have the knowledge and ability to work on the following security systems ;-

* Intruder Systems – Galaxy, Texacom

* CCTV- Avigilon and Fleur IP Systems , various analogue systems.

* Door Access – Paxton, PAC

* Fire Systems – Basic knowledge of fire alarms both conventional and analogue

Our clieent's customer base is mainly involved around the public sector, commercial sites and only high-end houses and apartments , therefore the successful applicant must be smart and have excellent presentation skills when working for these clients and on these sites.

The Security Systems Engineer will report directly to the Service Supervisor and work alongside the service administration team and other service engineers.

Basic salary is negotiable dependant on experience and will be in line with market trends, salaries paid monthly in arrears by bank credit transfer on the last Thursday of each month. Salaries are reviewed annually.

A pension scheme is available.

The call out rota for both fire and security systems engineers receive a further call out payment of £125.00 for each week they assist with the out of hours call out rota, currently 1 in 6 weeks. Each call out they attend to out of normal working hours they are entitled to a minimum of three hours overtime. Plus an additional £100 for Bank Holiday cover.

The role includes the building up of new security and fire systems service, maintenance and small works sales, therefore our client will pay 5% of the invoice value for any works generated from quotations created by service engineers. All commission is paid monthly and on invoice and completion of works