Customer Operations Supervisor

3 weeks ago

High Wycombe, Buckinghamshire, United Kingdom BGIS Full time

Job Overview
We are looking for a skilled and detail-oriented Customer Operations Supervisor to lead our helpdesk operations and manage the workflow from initiation to completion for both subcontractors and in-house maintenance teams. The successful candidate will play a crucial role in ensuring client satisfaction by adhering to response and completion Service Level Agreements (SLAs), managing quotes, and overseeing purchase orders and job closures.

Key Responsibilities

  • Helpdesk Management: Oversee and support the helpdesk team to ensure efficient handling of client inquiries and issues, including coverage during breaks and absences.
  • Work Coordination: Manage the assignment of tasks to subcontractors and in-house maintenance personnel, ensuring timely responses and job completions.
  • SLA Monitoring: Track and ensure compliance with all response and completion SLAs, maintaining high standards of service.
  • Quote Handling: Gather quotes for necessary services, submit them for client approval, and follow up as required.
  • Purchase Order Management: Create and modify purchase orders as needed, ensuring adherence to financial and procedural guidelines.
  • Job Closure Documentation: Ensure that all jobs are closed with the necessary documentation, maintaining accurate records.
  • Reporting: Keep detailed records of all activities and provide regular updates on work status, SLA compliance, and any issues encountered.
  • Process Improvement: Identify and implement opportunities for enhancing operational efficiency and service quality.
  • Client Liaison: Act as the primary contact for clients regarding contract support matters, ensuring effective communication.

Qualifications

  • Education: High school diploma or equivalent required; an associate or bachelor's degree in Facilities Management, Business Administration, or a related field is preferred.
  • Experience: Demonstrated experience in facilities management, contract support, or a supervisory helpdesk role is essential.
  • Technical Proficiency: Familiarity with facilities management software, MS Office Suite, and a basic understanding of building systems and maintenance practices.
  • Communication Skills: Excellent verbal and written communication abilities, along with strong organizational and problem-solving skills.
  • Certifications: Relevant certifications such as Facilities Management Professional (FMP) or similar qualifications are advantageous.

Personal Attributes

  • Leadership: Strong leadership qualities with the capability to supervise and inspire a team effectively.
  • Detail-Oriented: Exceptional attention to detail with a focus on accuracy and compliance.
  • Problem-Solving: Proactive in identifying and resolving issues.
  • Positive Mindset: A cheerful, positive attitude with a commitment to assisting others and resolving their challenges.
  • Team Collaboration: Ability to work effectively in a collaborative, team-oriented environment.
  • Flexibility: Willingness to adapt to changing priorities and manage multiple tasks simultaneously.

At BGIS, we are dedicated to fostering a diverse and inclusive workplace, recognizing that diversity is a vital component of our organizational success.

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