Customer Service Supervisor

3 weeks ago

Bradford, United Kingdom Kensa Contracting Full time

As Customer Service Supervisor, you really are the face of our company. This is a varied role that will need you to be flexible in your approach. One day you could be office based managing the administration team, the next you could be working on-site training a new Resident Liaison Officer.

You will work closely with the Customer Service Manager to implement new ways of working. You will also work closely with contract stakeholders and the wider Kensa team to ensure we are delivering the very highest level of customer service. You will be the first point of call for residents and building users, while managing our Call-Out provision.

This role is not for the faint hearted, you will need to be able to act on your feet and think outside of the box. You will be pivotal to the success of our customer service delivery and as such we expect a lot, but in return you will be rewarded with a great salary, training that will equip you to deal with whatever comes your way and support to really make this role your own.

You will be process driven and have experience working to tight deadlines. As a real people person, you need to be able to smile in the face of adversity, work well under pressure and be able to multitask confidently. Confidentiality and discretion are key because you will be working with residents in their own home.

To provide information and support for tenants and leaseholders whose homes are affected by major works and to ensure that procedures for communicating and consulting with residents on capital projects demonstrate best value.

ROLE RESPONSIBILITIES

**RESIDENT LIAISON OFFICER (RLO) SUPERVISION**
- Set-up all new RLO stations (on-site).
- Train all new RLOs on-site for the first 2-weeks of the contract.
- Offer on-going information, advice and assistance to RLOs.
- Cover on-site when RLO is on annual leave or off sick.
- Where necessary arrange and attend meetings, presentations and exhibitions for residents.
- Liaison with RLOs to order any equipment required on-site.

**OFFICE MANAGEMENT**
- Ensure the Bradford Office is running smoothly, keeping the office clean and tidy.
- Supervise the Admininstration team.
- Manage the Call-out process including liaising with customers and residents to arrange appointments.
- Carrying out all fire alarm testing/fire extinguisher checks/emergency lighting testing on site in Bradford.
- Ensuring that all deliveries are received, recorded and put away.
- Monitoring and ordering of office supplies.
- Arranging training days/events.
- Accepting deliveries at the office in Bradford.

**CALL-OUT MANAGEMENT**
- Supervision of the Administration Team based in Bradford.
- Overseeing the Maintenance and Servicing process, checking that appointments are being made and managed in line with customer/contract specification.
- Diary management for the Engineering team.
- Taking part in the Call-Out rota.
- Supervision of Call-out team.

**PROJECT SUPPORT**
- Supporting the Project Management Team with administrative tasks.

ROLE REQUIREMENTS

**KEY REQUIREMENTS**
- Previous experience as a Resident Liaison Officer.
- Office Management Experience.
- Excellent interpersonal skills.
- Have well developed verbal and written communication skills.
- Thrive under pressure.
- Be a team player, but also comfortable working alone.
- Able to deal calmly with stressful situations.
- Hold a clean DBS.

**ESSENTIAL SKILLS**
- Can form working relationships with people from all walks of life.
- Be approachable and friendly.
- Able to think outside of the box.
- Can think on your feet while working to tight deadlines.
- Clear and direct communicator.
- IT literate.

To find out more and read the job description please go our website.

**Salary**: £33,000.00 per year

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Bradford: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (preferred)

Work Location: In person

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