Customer Service Supervisor - Hampshire County Council
FULL TIME – 40 hours per week – Permanent
Salary: Competitive Salary (depending on experience) Location: Based in Winchester
Reporting to: Office Manager
Company Overview:
Corrigenda is a leading Hard FM maintenance contractor providing a wide range of facilities management services to commercial and industrial clients. Our commitment to excellence is reflected in the quality of our services and the satisfaction of our clients.
The Role:
This position is responsible for ensuring an outstanding level of customer service for the HampshireCounty Council Maintenance Contract.
Supervising the Customer Service Teams to ensure proactive planning and support of the contract.Enabling the Teams to be flexible and adaptable in meeting the needs of the client.
Deputising for the Office Manager in their absence.
Key Responsibilities Include
(but not limited to):
Operational:
• Supervise the Customer Service Teams by defining and establishing schedules, setting
priorities, providing support/direction and dealing with administrative issues as needed
• Ensure quality of service guidelines for dealing with customers, completing services, reaching
KPIs and overall customer satisfaction are being met
• Ensure that Teams provide timely and considerate customer service to clients by monitoring
Helpdesk calls and logs and resolving any issues
• Ensure contract KPI and SLA’s are being met and identify any shortfalls to Office Manager
• Run Weekly and Monthly WIP reports
• Manage customer/supplier complaints and compliments appropriately
• Initial handling and logging of client requests via telephone or email
• Liaise with, and provide feedback to customers on the progress of jobs
• Liaise with operatives and external contractors to obtain work updates
• Prepare for, and attended monthly Reactive WIP and PPM review meetings
• Deputise for the Office Manager in their absence
• Any other duties, within capabilities, as directed by line managerPeople:
• Train helpdesk staff on operational procedures and daily tasks
• Establish high morale, passion and enthusiasm within the team
• Ensure that teams prioritise workflow in line with agreed practice
• Ensure helpdesk team have cover at all times and can function normally to cover periods of sickness and holiday
• Carry out reviews, appraisals for line reports
• Ensure effective communication between management, helpdesk staff and other colleagues
within the business
• Interview potential candidates and manage the induction/ training process for new team
members
Knowledge, Experience and Skills:
• Experience of Service Delivery with a high level of customer service focus
• Strong knowledge of a facilities maintenance environment
• Ability to communicate at all levels
• Strong leadership skills, with the desire to inspire others
• Develop good and effective relationships with all aspects of the business internally and
externally
• Flexible attitude and proactive nature
• Excellent written and verbal communication skills
• Able to work both independently and as part of a team
• Attention to detail
• Ability to use, teach Microsoft operating systems, Microsoft Office applications (Excel,
Outlook, PowerPoint, Visio and Word)
• Knowledge of CAFM systems
Package:
• Discretionary company performance related annual bonus
• 31 days’ annual holiday (inclusive of Bank Holidays)
• BUPA Cashplan
• Enrolment into our pension scheme
• Continuous training and development
• Employee Assistance Programme
• Refer a friend reward scheme
• Health and wellbeing staff discount website through BUPA
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