Customer Service Operative Supervisor

1 week ago

Waltham Abbey, United Kingdom Hill Group UK Full time

**Role overview**:
To oversee the completion of repairs issued to the Customer Service operatives, ensuring the swift closure, and maintaining high standards. To oversee delivery of E.O.D ensuring all process and procedures are followed and adhered to, keeping the Customer Operations manager always informed. Uphold the reputation and image of Hill Group

**Role Scope**:

- To oversee operatives works and ensure RAMS are completed and correct
- To close out EOD’s
- To liaise between Operations manager and Operatives daily
- To feedback into project Reviews where required
- To carry out Quality Checks to works

**Key Internal/External Relationships**:

- Internal: Customer Service, Production, Sales, Commercial
- External: Customers, Sub Contractors, Clients

**Key Results Areas**:
**1. Delivery**
- Ensure works are completed on first visit wherever possible.
- Liaise with COM and Works Planner to close out defects
- Report to CSM and ensure all paperwork is correct for EOD’s
- Notify the Customer Service team of any anticipated delivery failures as soon as identified
- Follow the prescribed departmental processes
- Vehicle management across the fleet
- Store management

**2. Quality**
- Ensuring Rams have been filled out and complied by operatives
- Ensuring works undertaken do not place the operative or others at risk of harm
- Ensuring all van checks are carried out to confirm all vans are clean, tidy and road worthy
- To ensure all ladder checks are complete and correct
- Maintain a professional image at all times, including the monitoring of all operatives
- Ensuring all plant and equipment is properly maintained, fit for purpose, and tested where appropriate. Throughout the Customer Service department
- Spot check reports and feedback from CSO on Clixifix
- Spot check all paperwork that is submitted by CSO

**3. Customer**
- Effective liaison with other departments, team members and sub-contractors/clients as required
- Communications with customers is constantly of a high standard
- Build effective relationships with internal and external stakeholders

**4. Financial**
- Oversee Contra Charging and ensure all CSO’s are carrying this out correctly
- Minimise material waste

**5. People**
- Communicate effectively and promptly with the customer service team
- To directly line manage the Customer Service Operatives
- To motivate and engage the Customer Service operatives
- To monitor Holiday requests and Absence within the Customer Service Operatives Team

**Success Measures**:

- To show excellent standards of Customer Service
- Comply with health and Safety Requirements
- RAMS are used for all activities
- Follows Hill processes and procedures
- Ensure the business achieves excellent feedback in the form of surveys and Trust Pilot
- Maintain Company Image through correct behaviour of the team
- Ensuring all operative paperwork is completed and accurate

**Skills, Experience and Attributes**:

- A good understanding of customer needs
- Can supervise others and report back
- Excellent verbal and written feedback
- Able to work with autonomy and in a team
- Able to produce work to a high standard
- To be able to problem solve
- To be able to lead a team
- Demonstrates a good understanding of Health and Safety and RAMS
- A good technical knowledge of the Customer Service operative role
- To be able to ‘trouble shoot’ and offer solutions to close out jobs

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