Service Support Supervisor
Location: Dummer, Basingstoke
Permanent, full time
Salary: £33-35k DOE
We make it our mission to understand what you need.
Our client, Southern Communications Group Limited (SCG), is a dynamic and fast-paced telecommunications business with a reputation for excellent customer service and unrivalled career development. Each customer is at the heart of their business where they strive to design, deliver, and support the very best solution to underpin their business and daily operations supported by industry-leading specialists.
They are now looking for a passionate Service Support Supervisor to join their team in Basingstoke, Hampshire. You will be assisting the Service Manager and driving the Service Assurance Team forward, providing advice and guidance to the team where possible.
Service Support Supervisor, role:
* Being an escalation point for Team Members to assist with customer conflicts, supplier escalations, and work with other internal teams to proactively align required resources to aid resolution.
* Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance, including attending internal project meetings.
* Helping establish adequate resource cover in the Service Assurance Team across all shifts, in addition to maintaining an up-to-date Team Rota.
* Ensuring all faults are dealt with efficiently and that the fault is triaged, reported, and resolved within SLA.
* Constantly improving customer experience and Service Assurance knowledge.
* Monitoring issues to define patterns and work to lessen these recurring issues.
* Managing the process for communicating service-affecting issues to the organization and clients.
* Maintaining relationships with key partners, ensuring a unified service from supplier to client.
* Developing, implementing, and maintaining procedures of best practices and standards.
* Understanding analysis reports and analysis of the team.
* Making sure all MI is updated.
Service Support Supervisor, the person:
* Previous team management experience.
* True passion and interest in technology and innovation.
* Strong customer service skills.
* High level of attention to detail and a positive can-do attitude.
* Problem solver with strong organizational skills.
* Ability to work independently and as part of a team.
* Excellent communication skills, both written and verbal.
* IT Literate.
Service Support Supervisor, the benefits:
* Competitive Salary.
* Day off for your birthday.
* Flexible working hours.
* On-site canteen offering free breakfast (pastries) and lunch (soup) daily.
* 21 days of Annual Leave – rising to 22 days after 3 years and 25 days after 5 years (plus BH).
* Employee Assistance Programme.
* Opportunity to work within a great environment and personal development-oriented business.
* Free onsite parking.
Pure Human Resources Limited works in partnership with Southern Communications Limited in providing HR and Recruitment support. No applications from agencies please.
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