Administration Supervisor

5 months ago

Milton Keynes, United Kingdom Sureserve Group Full time

**The Sureserve Group of businesses provide market leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.**

**Aaron Services, part of The Sureserve Group are a market leading heating and hot water specialist with 35 years of successful delivery and a growing client base.**

We are recruiting for a diligent, professional Administration Supervisor to join our busy team in Boston.

**Overview of the Role**:
To lead and motivate a team of customer service call centre agents to ensure they're giving the best customer service possible.

To monitor calls for quality assurance and offer feedback and training to improve performance, and handle complex customer service issues and inquiries when escalated by team members.

**Specific Roles and Responsibilities**:

- Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
- Implement and refine administrative systems, policies, and procedures.
- Handle sensitive and complex issues with discretion and confidentiality.
- Collaborate with various departments to ensure seamless business operations.
- Prepare reports and presentations for senior management.
- To oversee and ensure the smooth operation of all administrative functions within the company.
- Lead the administration team in providing exceptional customer service and support to our staff and clients.
- Solve complex problems and improve administrative processes, enhancing productivity and efficiency.
- Supervise the daily operations of the call centre team to meet business targets.
- Conduct regular performance reviews, identify areas for improvement, and implement action plans.
- Ensure high levels of customer satisfaction and maintain quality service by enforcing quality and customer service standards.
- Analyze call centre statistics (sales rates, customer service metrics etc.) to identify trends and areas for improvement.
- Provide ongoing training and support to call centre agents.
- Escalate and resolve issues that affect operations.
- Plan and implement strategies to meet operational challenges.

**Relevant Skills and Behaviours**:

- Strong leadership and motivational skills.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage stressful situations calmly.
- Problem-solving and decision-making skills.
- Adaptability and flexibility to deal with fast-changing situations and environments.
- Attention to detail and ability to multi-task.

**Required Attributes**:

- Proven experience in a Supervisor role, or a similar management role in a contact centre.
- Exceptional interpersonal and customer service support
- Effective multitasking and organizational abilities
- Excellent knowledge of management methods and techniques.
- Proficiency in English.
- Proficient in IT systems including MS Office and administrative software
- Excellent problem-solving skills
- Customer service oriented
- Friendly and professional attitude
- Resilient in face of challenges

**What We Offer**:

- Employee wellbeing programme, offering regular health fairs, occupational health support, telephone support
- counselling for staff
- Service level awarded annual leave
- Enhanced Maternity & Paternity Packages
- Dental/Healthcare cash plan
- Cycle to Work Scheme
- Electric Vehicle Leasing Scheme
- Gender & Equality Working Group
- Sureserve Academy
- a platform for development, career progression
- Employee Voice Programme
- Social activities for all of our teams
- Sureserve Legends
- celebrating the fantastic ways in which our employees live our values.

**We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

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