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Customer Call Centre Supervisor
Job Posted: 2 hours ago
Salary: £ Competitive
Job Type: Permanent
Location: HA6, Eastbury, Hertfordshire
Expire in: a month
Job Description
Skanska Building Services are a leading facilities management company dedicated to delivering exceptional services to our clients.
One of our key Building Services contracts is with the MoD on a huge base near Watford, where we deliver hard, soft and technical FM services to our onsite client . Crucial to the smooth running of the operation is the Helpdesk & Accommodation team, who take and direct telephone calls from onsite personnel.
This crucial role will see you work within the Helpdesk & Accommodation Dept, reporting directly to the Helpdesk & Accommodation Manager , and be responsible for the effective day to day supervision for the 24 hour Helpdesk & Accommodation services for this large and complex Military Headquarters. The role will assist the Helpdesk and Accommodation Manager where and when needed and to cover them when absent.
What you’ll do:
* Supervise all aspect of all department staff including leave, sickness, PDR’s, Team briefings, H & S In the absence of the manager.
* Ensure that all Help Desk, Accommodation and Customer Service Key Performance Indicators inputs are completed to programme to enable completion of monthly performance reports in accordance with contractual requirements.
* Prepare and provide management reports for the services managed in the absence of the manager.
* To manage excellent relationships with the client, our suppliers, and other partners within the contract.
* To ensure good communication channels are maintained with accommodation block residents i.e., Disruptions.
* To ensure compliance with all statutory, IMS, security and relevant company and client policies generating a true health and safety culture and ensuring the implementation and adoption of safe working systems and practices for the services delivered.
* Attend management meetings with Senior Management Team and client. In the absence of the manager.
* To help the manager, recruit, develop and retain staff to deliver services in the most efficient and effective manner and support succession planning and promote cross training and multi-tasking of the workforce.
* To help the manager ensure Objectives, Performance Reviews and Job Chats are completed as per standing company policy.
* To help the manager ensure excellent communications with and motivation for all staff and carry out staff briefings and feedback sessions.
What you’ll bring to the role :
* Experience of working in a similar call centre/telephone support environment
* Supervisory experience
* Knowledge of FM service , incl CAFM systems would be a benefit
* Experience using MS Word & Excel
* Able to gain DBS and UK Mod Security Clearance
This role requires a minimum level of security clearance and may also require a higher level of National Security Vetting. You should be aware that certain levels of clearance or specific projects and/or sites have UK residency requirements; and any dual or multiple nationalities must be declared. Any persons who do not fulfil these residency requirements may be unable to obtain the required level of clearance and would not be eligible to undertake this roleBefore You Apply
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