Role: Senior Officer Location: Ballymena Hourly Rate: £16.90 per hour Working hours: Monday - Sunday, 37 1/2 hours each week worked over 5 days Duration: Ongoing temporary contract, maternity leave cover Essential Criteria Applicants must provide evidence by the closing date for application that they meet the following essential criteria: Possess a BTEC National Cert/Diploma or equivalent level qualification (Level 3). Can demonstrate at least three years’ relevant experience working within Customer Services. Can demonstrate relevant experience in the following areas: Supervision of a team providing customer services. Running reports, data analysis and interpretation. Interpreting policies and procedures. Experience in the use of Microsoft office and computerised systems. JOB ROLE The CSU Supervisor will support the CSU Team Leader and the CSU Manager in the day-to-day running of one of the Customer Services Units. The CSU Supervisor will be responsible for the supervision of a front-line operational team and the provision of support across a unit, including policy development and training. Duties Include To provide information and statistics to facilitate the management of the CSU including completion of daily, weekly, monthly and quarterly reports. To investigate and reply to formal and informal complaints. Compile statistical information to inform discussions at Contractor performance meetings and the monthly Contractor Performance Notice. To monitor call volumes in real time, track trends and anticipate peaks in demand e.g. in response to Severe Weather Warnings ensuring that adequate staff and resources are in place. Supervision of a front-line operational team 1.To take responsibility for the day-to-day supervision and support of staff within the CSU including chairing the Weekly Debrief session with staff. 2.To ensure quality standards, procedures and adequate resources are in place to deliver an excellent customer service and meet the organisational Key Performance Indicators. 3.To take day-to-day responsibility for monitoring attendance and timekeeping within the team in line with the Attendance Management and Flexitime policies including the authorisation of Agency Timesheets. 4.To promote the Health and Wellbeing of the team, in line with HR policies and health and safety guidance. 5.To assist the management team by ensuring completion and recording of annual Performance Management Discussions for staff within the team. 6.To monitor performance of CSU Advisors to improve process and quality. 7.To identify training needs within the team and liaise with Learning and Development and functional training to ensure these needs are met. Applicants must ensure their CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details. Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.