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Service Desk Supervisor

3 weeks ago

East Horndon, Essex, United Kingdom AWD online Full time

Service Desk Supervisor / Customer Service Team Manager with excellent team leader / staff management experience, preferably within a similar call centre / contact centre or customer-focussed role, is required for a well-established company based in Brentwood, Essex.

This role is known internally as a Call Centre Team Leader.

SALARY: £30,000 per annum + Benefits

LOCATION: West Horndon, Brentwood, Essex (CM13) – 100% Office Based

JOB TYPE: Full-Time, Permanent

SHIFT PATTERN: Monday to Friday with weekly alternating shifts – Week 1 07:00 to 15:00 / Week 2 12:00 to 20:00 – you will also be required to work weekends or bank holidays to cover holiday and sickness absence when needed.

Please note: Candidates must have a Full Driving License and their own vehicle as the site is inaccessible by public transport.

JOB OVERVIEW

We have a fantastic new job opportunity for a Service Desk Supervisor / Customer Service Team Manager with excellent team leader / staff management experience, preferably within a similar call centre / contact centre or customer-focussed role.

The primary purpose of the Service Desk Supervisor / Customer Service Team Manager is to be in charge of the day-to-day running of the Call Centre/Service Department and to lead and mentor a team of Call Centre/Service Desk Operatives.

Working as the Service Desk Supervisor / Customer Service Team Manager, you will need a flexible working approach and, due to the fast-paced environment, you will need to be highly organised in order to deal with the high demands of the role.

DUTIES

  • Ensure that all service calls are taken in a timely manner.
  • Ensure that the Call Centre shift rota pattern is fully staffed at all times.
  • Manage Call Centre Agents' holiday rota & sickness.
  • Ensure that all jobs for all work carried out by engineers & subcontractors are completed and kept up to date.
  • Ensure that the relevant reports are in place, up to date and added to the system in time.
  • Speak with engineers and customers on a daily basis both by phone and by email.
  • Schedule engineers' daily work within the designated areas.
  • Assist with any administrative duties as required.
  • Assist Call Centre Agents where necessary.
  • Assist the Directors, Contract Managers, Supervisors, Operational and Support Colleagues with a range of other duties and responsibilities as and when required.

CANDIDATE REQUIREMENTS

  • Previous team leader / management / supervisory experience.
  • Experience in a similar call centre / contact centre / customer-focussed role would be ideal.
  • Able to provide a professional, helpful and efficient customer service.
  • Have excellent communication and administrative skills.
  • Highly organised due to the high demands this role sometimes requires.
  • Able to prioritise work and have excellent organisational skills.
  • Computer literate.
  • Able to work in a busy environment.
  • Good team player.
  • Pro-active in your approach to work.
  • Can take ownership of jobs and see them through to completion.
  • Flexible to take on new tasks and to work outside of your comfort zone.
  • Be customer focussed.
  • Full Driving License and own vehicle as the site is inaccessible by public transport.

BENEFITS

  • Company Pension.
  • Death In Service Policy.
  • Free parking.

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us, you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13128

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