Overview
The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices. Sureserve Compliance South delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities.
Role
The purpose of the role is to serve as the primary point of contact for our customers, delivering a high level of customer service across multiple contracts and projects, while leading a team. You will have experience in customer service from a previous administration role, preferably working within social housing/construction.
Responsibilities
* To lead the contact centre and be accountable for ensuring the performance measures are consistently achieved/exceeded in each area within your region.
* Ensure your team is working efficiently and supported during working hours.
* Embedding a proactive and positive culture within your team. Ensuring they stay focused and driven throughout the day.
* Maintain internal standards relating to the quality of calls.
* Handle all escalated calls where a manager has been requested.
* Monitor wall boards, ensuring all staff on the rota are logged in and available to take calls.
* Respond to customer and client emails.
* Scheduling jobs with customers across multiple contracts.
* Take ownership of the administration of contracts whilst co-working on various other contracts to ensure high levels of cooperation and knowledge within the team.
* Answer inbound customer calls relating to repairs and servicing for all clients courteously and professionally.
* Raise jobs and make appointments using the main customer database and complete any associated administrative tasks as necessary, logging information accurately and concisely.
The successful candidate will have
* Previous senior administrative experience, preferably from a social housing/construction background or call centre
* Proven track record of leading and motivating a team
* Able to provide a high level of courteous, professional customer service
* Proficient in MS Office, in particular, Outlook and Excel
* Good written and verbal communication skills
* Flexible attitude with strong organisational skills
What we can offer you
We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:
* Competitive salary
* Contributory Pension scheme
* Life assurance
* 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days
* Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave.
In addition, the role offers:
* Sureserve Benefits Hub, accessing over 1000’s retail discounts
* Virtual GP service, 24/7, 365 days, available for employees and your immediate family
* Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
* Bike2Work scheme
* Home & Electronics – salary sacrifice purchase scheme
Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status
Reasonable adjustments
As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact scs.careers@sureserve.co.uk
Pre-employment checks
Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks
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