Customer Services Supervisor

2 days ago


United Kingdom Macro Full time

Customer Service Team Supervisor Ref: VN071 Reigate, UK
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.

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.

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.

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.

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

Excellent time management that achieves Help Desk objectives.

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

Microsoft office skills, MS Excel in particular.

Client liaison experience that supports FM24 objectives and service delivery.



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