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Switchboard Team Leader

4 months ago

Witham, United Kingdom Mitie Full time

**Job Overview**:

- Deliver 5 star switchboard services to all our clients.
- Consistently drive performance and introduce best in class working practices.
- Managing Team and switchboard operations efficently working alongside Supervisior to esnure efficient switchboard and team managment.
- Suport supervisor with escalations and daily tasks and switchboard updates.

**Main Duties**:
**General duties**
- Calls are answered promptly on the ARC system, and queries are dealt with efficiently.
- To answer calls in a professional and friendly manner.
- To know the switchboard and the information you have available.
- Answer the call promptly and politely as per instruction using the correct process.
- Answer calls promptly and forward to the right department/ personnel.
- Vet calls to ensure no unnecessary calls get through to departments and personnel.
- To attend training courses organised by Mitie.
- Carry out Adhoc requests made by Management.
- Respond to exec requests as priority, ensuring everything is done to fullfill their requests.
- Must obtain authorisation on holiday request before booking with a third party.
- To report any faults in the Switchboard area.
- To help irate customers and be able to resolve their complaints efficiently.

**What we are looking for**:

- Excellent telephone manner is essential.
- Switchboard expirence - Essential
- Excellent Customer Service skills
- Competent PC skills, MS Word, MS Excel & MS Powerpoint
- Professional and polite at all times
- To be flexible with regards to daily work and working hours
- Must be a self driven individual who is able to work independently.

Hours 8:00am - 6.30pm - 35 pw hour rotational rota