Customer Service Supervisor Salary £31,518.00 Location Glasgow Head Office The Vacancy To effectively manage Helpdesk Team Leaders & support them in management of teams & KPI’s. To deliver management information in a timely & effective way. Quality & Planning, Helpdesk resources/recruitment, to ensure consistency of delivery & service. To deputise & support for Contact Centre Manager. Liaise with City & Asda Senior Management to ensure adherence to Process and Policy. Configurations to provide Access for Mercury & Epoch for all City Employees, including field. Main Duties · Attendance Management, including Welfare Visits, Return to Work interviews for all Helpdesk colleagues · Carry out disciplinary, investigation and conduct meetings. · Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts (24/7) · Support & coach Team Leaders · Carry our Team Leader monthly 1-1’s and assess their 121 meetings with their teams · Yearly Appraisals for Team Leaders · Colleague performance management, Support on performance management – performance improvement planning, disciplinary, investigation and conduct meetings. · Management information reports for Field and Customer City & senior management teams. · 24 hours a day OOH cover across all shifts via a 1 week in 2 on-call ro...