Call Centre Supervisor

3 weeks ago

Eastbury Hertfordshire, United Kingdom Skanska UK Plc Full time
Helpdesk & Accommodation Supervisor
Location: Northwood (HA6)
Hours: Full Time
About Us: Skanska Building Services is a leading facilities management company, renowned for delivering top-tier services to our clients across a wide range of sectors. We specialize in both Hard and Soft FM solutions, with a commitment to efficiency, sustainability, and client satisfaction. Our dedication to excellence drives our operations and ensures we meet and exceed the needs of our clients.
We are proud to be a key partner of the Ministry of Defence (MoD), delivering Hard, Soft, and Technical Services on a major base near Watford. As part of this partnership, we provide a 365/24/7 Helpdesk Service, acting as a crucial point of contact for all personnel working and living on the base. Due to a recent internal promotion, we are seeking a motivated and experienced Supervisor to assist the Helpdesk Manager in leading our dynamic team.
Role Overview: As the Helpdesk & Accommodation Supervisor, you will play a pivotal role in ensuring the smooth operation of our Helpdesk and Single Living Accommodation (SLA) services. You will support the Helpdesk Manager in overseeing a team responsible for call handling and accommodation bookings. This role requires a proactive leader with strong organizational skills and a dedication to customer service excellence.
Key Responsibilities:
* Team Supervision: Lead and manage the Helpdesk and Accommodation Services Call Handling team, ensuring high levels of performance and team cohesion.
* Staff Management: Oversee all aspects of department staffing, including leave management, sickness, performance development reviews (PDRs), team briefings, and health & safety, particularly in the manager's absence.
* Performance Monitoring: Ensure all Helpdesk, Accommodation, and Customer Service Key Performance Indicators (KPIs) are accurately tracked and reported on time, contributing to monthly client performance reports as per contractual obligations.
* Reporting: Prepare and present management reports for the services overseen, especially during the manager's absence.
* Recruitment and Development: Assist the manager in recruiting, developing, and retaining staff to deliver services efficiently. Support succession planning and encourage cross-training and multi-skilling within the team.
* Compliance: Ensure that objectives, performance reviews, and job chats are conducted in line with company policies.
* Shift Coverage: Be prepared to cover shifts, including day, night, and weekend shifts, if the on-call operative is unavailable.
What We're Looking For:
* Leadership Experience: Proven experience in team leadership or supervisory roles, preferably within a call handling or facilities management helpdesk environment.
* Customer Service Expertise: Strong background in customer service, with a focus on delivering high-quality support in a fast-paced environment.
* Security Clearance: Ability to obtain and maintain MoD SC level security clearance.
* Flexibility: Willingness to be part of an on-call team, with the ability to reach the site at short notice when needed to cover shifts.
Why Join Us?
* Career Development: Skanska is committed to fostering talent and offers ample opportunities for career progression and professional growth.
* Supportive Environment: Join a dedicated and supportive team where your contributions are valued, and your professional development is encouraged.
* Impactful Work: Be part of a team that plays a critical role in supporting the operations of a major MoD base, contributing to the well-being of those who serve.
If you are a proactive leader with a passion for customer service and the skills to manage a dynamic team, we invite you to apply for this exciting opportunity.
Apply today and help us continue to deliver excellence

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