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Customer Service Supervisor

4 months ago

Newcastle upon Tyne, United Kingdom Equans Full time

**Domaine**: Fonctions Supports/Support administratif
- **Type d'emploi**: Standard
- **Temps de travail**: Full-Time
- **Equans is looking for a Customer Service Supervisor to join our team in Newcastle, NE12 8BU on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary banding of £22,500 - £24,000 dependent upon skills and experience.**

As Customer Service Supervisor, you’ll provide support to our Facilities Management Helpdesk located at our Shared Service Centre (SSC). As part of the Customer Service team, our shift supervisors are responsible for ensuring we deliver excellent customer outcomes and assist in supporting a team of Customer Service Advisors, especially during OOH service delivery.

You’ll act as an SME and point of escalation for customer enquiries in the absence of a Team Leader or Manager. As Customer Service Supervisor your main responsibilities will be to support the Out of Hours team and act as a point of escalation - ensuring smooth communication between In Hours and OOH team members and ensure that all key processes are adhered to.

As part of this role, you’ll need to work flexibly with variable hours of work to respond to the changing needs of the service. This can include morning/day/evening/night shifts as well as weekend work. Occasional travel to other sites may also be required as part of the role.

***:
**What will you deliver?**:

- Provide excellent customer service through the delivery of easy-to-use accessible services and ensure quality outcomes for customers.
- Support the delivery of an effective and efficient operational service and assist team leaders with any performance management requirements.
- Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs.
- Act as a point of escalation for Advisors to manage more complex enquiries.
- Ensure all SHEQ responsibilities are adhered to.
- Be the key link between the OOH and In Hours teams.

**What can we offer you?**:

- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1 times annual salary
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Holiday purchase scheme
- 2 corporate social responsibility days per year
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
- Attractive Employee Referral Rewards Scheme
- Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
- 24/7 Employee Assistance Program and access to mental wellbeing app

**Who are we looking for?**:

- Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience.
- Knowledge of the FM sector, processes and systems e.g., CAFM, PPM, re-active repairs and maintenance.
- Good literacy, numeracy and ICT skills.
- Experience of working in a helpdesk/contact centre/customer service environment.
- Experience of dealing with and resolving a variety of customer service enquiries.

This role includes a DBS Basic check therefore ability to pass is essential.

**Who are we?**:
Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services - with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

**What’s next?**:

- At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network._
- For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements._

The Equans Resourcing Team supports this job advert. Agency involvement is not required. All r