Customer Service Shift Supervisor

3 days ago


Newcastle upon Tyne, United Kingdom HR GO Recruitment Full time

**Contact Centre Shift Supervisor**

Are you looking for a step into contact centre management?

Do you have experience running shifts in a contact centre?

Do you want to join a company that is leading the way in sustainability?

Your primary accountability for this role will be to support our Facilities Management Helpdesk located at our Shared Service Centre. This is a full time role based in Newcastle with an immediate start.

**Key Responsibilities**:
- 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- Act as an ambassador at all times with customers and external stakeholders- Support the team leaders to inspire, motivate and empower team members to deliver excellent customer service- Assist in the recruitment, training and ongoing development of team members- Identify skill requirements to fulfil key tasks and ensure team members are able to manage enquiries across all customer contact channels to maximise productivity- Ensuring adherence against key metrics, KPIs and associated outcomes at an individual level

**What 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- Ability to work unsupervised, supporting and deputising for team leaders when required- Ability to demonstrate supporting or supervising colleagues or direct reports

On offer is a competitive hourly wage plus benefits.

Please contact Craig Grainger for more information.



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