Senior Service Coordinator
1 month ago
Our client is seeking a Senior Service Coordinator to oversee the logistical management of workers and subcontractors, ensuring timely repair appointments and exceptional customer service.
Working in a call centre environment, you will lead a team of Service Coordinators, planning future appointments and scheduling appointments for the day, maintaining capacity for appointments.
Key Responsibilities
- To supervise the performance of the team, ensuring appointments are resourced and managed, allocating the right workers based on skills, availability, and locality.
- To supervise the performance of the resource team, planning ahead for future jobs and appointments.
- Monitor call centre screens and statuses to identify potential issues, supervising and supporting the team to make correct decisions to rectify through to resolution.
- Manage conflict, issues, and poor performance of your team to achieve a positive outcome.
- Manage the Out of Hours rota and liaise with the out of hours team.
- Work closely with Office Supervisors to ensure the Call Centre team are effective and efficient.
Requirements
- 2 years' experience of supervising a team within a contact centre/office environment.
- Basic knowledge of building maintenance trades.
- Able to support, coach, and develop a team to improve services provided.
- Able to recruit and induct staff, ensuring a professional introduction to the company and contract.
- Good computer skills in MS Office and comfortable using job management systems.
- Extremely organised and self-motivated, able to self-manage and prioritise work, with a desire to solve problems and eliminate waste.
Additional Information
- Working hours: 8am - 5pm, Monday to Friday (40 hours per week).
- 23 days holiday.
- Pension.
- Life Insurance.
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