Customer Service Team Supervisor

1 day ago

United Kingdom Macro Full time

Customer Service Team Supervisor Ref: VN071 Reigate, UK

The Opportunity

We are seeking a highly motivated and customer-oriented individual to join our team as a Customer Service Team Supervisor.

In this role, you will be responsible for providing exceptional customer service and support to our clients. You will lead, organise, motivate and coach a team to achieve a consistent customer focused service that delivers Help Desk performance within agreed service and quality levels.

You will be the first point of contact for all stakeholders regarding FM Service Desk, client representatives, Customers, Macro OPS Team and suppliers.

Main Responsibilities

Encourage and communicate with employees to ensure that they understand their roles and deliver a consistent service to customers.

Conduct contract-specific awareness and training sessions.

Take calls as required by the schedule forecast.

Share ‘on call’ duties with other members of FM24 management team.

Quality monitoring within FM24 QM programme including telephone calls, event entry and email appropriateness.

Work closely with other Team Leaders to ensure relevant updates between teams to support the smooth running and effective resource utilisation of the Service Desk.

Take responsibility for delivery of particular elements of Service Desk service allocated to their team.

Administration of temporary staff requirements, including reviews.

Take an active role in preparation and delivery of training.

Effective attendance management including conducting back-to-work interviews.

Personal development reviews and follow ups for permanent staff.

Customer / contractor issues initial research and reporting.

Shift handover and management.

Performance management including provision of regular reports.

Ensure adherence to processes and schedule monitoring.

Clear communication to teams.

Proactive resource management including scheduling of staff.

Regular effective coaching.

Management of HR and operational queries raised by team, escalating as necessary.

Escalation of performance issues / complaint information to line manager to ensure awareness of current issues.

Action of Disaster Recovery and Business Continuity plans as necessary.

Ensure team are aware and adhere to FM24 Help Desk guidelines and Health and Safety requirements.

The ideal candidate will have:

Excellent time management that achieves Help Desk objectives.

Customer service skills gained in a call center / help desk environment.

Excellent communication skills (written and verbal) that ensure messages are received and understood.

Decision making ability.

Organisational skills.

Microsoft office skills, MS Excel in particular.

Client liaison experience that supports FM24 objectives and service delivery.

Conscientious approach to team leadership and customer delivery.

Ability to work on own initiative and still remain a team player.

Proactive decision maker skills.

A strong people focus/approachable.

Flexibility and organised approach.

Ability to remain objective under pressure.

Macro is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria below, please apply as you may still be suitable for this role or another role within our organisation. Should you require any adjustments to assist during the application/hiring process please do make us aware.

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