Call Centre Supervisor

**Department**

Operations

**Reports to**

Senior Property Manager

**Description**

Reporting to the Senior Property Manager, The Property Manager will be responsible for delivering a high standard of service on behalf of our clients & supervising a team of call centre agents to achieve set goals and objectives. We are seeking a dynamic and experienced individual specialising in repairs & property management services. The Property Manager will play a crucial role in overseeing day-to-day operations during the out of hours period, managing team performance, fostering strong relationships with clients and vendors, and ensuring the highest standards of service delivery. This position requires strong problem solving skills, excellent communication abilities, and a commitment to continuous improvement.

**Responsibilities**
- Team Performance Management:

- Assist senior property managers in overseeing day-to-day operations
- Coordinate property maintenance and repair activities, including dispatching work orders.
- Coach, mentor, and develop your team to deliver exceptional customer service, achieve targets, produce quality calls, and meet (and exceed) agreed productivity and service levels.
- Communication and Relationship Management:

- Communicate effectively at all levels, ensuring excellent working relationships are developed and maintained in the call centre, throughout 247, and with the respective clients.
- Act as a point of escalation for on-shift tenant complaints in an absence of Senior Property Manager.
- Training and Development:

- Follow training programs to enhance the skills and knowledge of property management team members.
- Provide ongoing coaching and mentorship to support professional development and career advancement.
- Participate in training and development programs to enhance skills and knowledge.
- Quality Assurance:

- Support the implementation of senior property management policies and procedures.
- Conduct regular audits and inspections to assess compliance with company policies, industry regulations, and best practices.
- Additional Responsibilities:

- Ability to deal calmly and professionally with challenging calls and deal with escalations as required.
- Support and deliver call centre initiatives as requested by Senior Property Management

Openness to Feedback and Continuous Improvement:

- Open to feedback and has a strong ability to improve/drive performance.
- Has a strong desire to learn and improve knowledge through personal development.
- Takes ownership of their own actions and personal development.
- Always professional and demonstrates respect towards others at all times.
- Promotes continual learning without apportioning blame.

Team Collaboration and Communication:

- Mature outlook and self-confident with the ability to be a team player.
- Polite and courteous with colleagues, customers, and clients.
- Creative influence on shaping Contact Centre culture and approaches to work across all disciplines.
- Demonstrates empathy or sympathy when required.
- Acts with credibility and integrity.
- Demonstrates a personal commitment to support, appreciate, and value the contribution of others.
- Collaborative and partnership working with other departments to solve problems and generate improved working practices.

Work Ethic and Adaptability:

- Ability to work on own initiative with little or no daily supervision whilst maintaining high accountability for the progress and deliverables of activity.
- Ability to be flexible in approach to working methods and appreciate the requirements of the client.
- Possesses a proactive approach to work.
- Organised and methodical.
- Forward-thinking and ambitious to motivate/develop your team.
- Drives a solution-orientated ‘can-do’ approach.
- A flexible approach to working hours to meet the demands of business fluctuations and trends.
- Evidence of the ability to work to tight deadlines.
- Evidence of continued personal and professional training and development.
- Minimum of at least 1 year experience in a Call centre environment
- Ideally 12 months experience of supervising a team
- Confident telephone manner and good communication and listening skills.
- Intermediate computer skills, with a working knowledge of Contact Centre technology

**Contract Conditions**:

- Manchester Office based
- Remuneration: Band 3
- Hours: 20 hours per week ( Tuesday/ Saturday / Sunday )
- Contract Type: Part time, permanent

**Job Types**: Part-time, Permanent

Pay: £12.06-£13.20 per hour

Expected hours: 20 per week

**Benefits**:

- Casual dress
- Company events
- Company pension
- On-site parking

Schedule:

- Every weekend

**Experience**:

- Property Management: 1 year (preferred)
- Customer service: 1 year (required)
- Supervisory: 1 year (required)

Work Location: In person

**Job Types**: Part-time, Permanent

Pay: £12.06-£13.20 per hour

Expected hours: 20 per week

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Every