Overview
To lead and motivate a team of customer service call centre agents to ensure they provide the best customer service possible. Monitor calls for quality assurance and offer feedback and training to improve performance. Handle complex customer service issues and inquiries when escalated by team members. Working hours are Monday to Friday 8am till 5pm with 1 hour for lunch, office based from our local Stowmarket branch.
Responsibilities
* Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
* Implement and refine administrative systems, policies, and procedures.
* Handle sensitive and complex issues with discretion and confidentiality.
* Collaborate with various departments to ensure seamless business operations.
* Prepare reports and presentations for senior management.
* Oversee and ensure the smooth operation of all administrative functions within the company.
* Lead the administration team in providing exceptional customer service and support to staff and clients.
* Solve complex problems and improve administrative processes, enhancing productivity and efficiency.
* Supervise the daily operations of the call centre team to meet business targets.
* Conduct regular performance reviews, identify areas for improvement, and implement action plans.
* Ensure high levels of customer satisfaction and maintain quality service by enforcing quality and customer service standards.
* Analyze call centre statistics (sales rates, customer service metrics, etc.) to identify trends and areas for improvement.
* Provide ongoing training and support to call centre agents.
* Escalate and resolve issues that affect operations.
* Plan and implement strategies to meet operational challenges.
Qualifications
* Strong leadership and motivational skills.
* Excellent verbal and written communication skills.
* Ability to work under pressure and manage stressful situations calmly.
* Problem-solving and decision-making skills.
* Adaptability and flexibility to deal with fast-changing situations and environments.
* Attention to detail and ability to multi-task; proven experience in a supervisor role or similar management role in a contact centre.
* Exceptional interpersonal and customer service support.
* Effective multitasking and organizational abilities.
* Excellent knowledge of management methods and techniques.
* Proficiency in English.
* Proficient in IT systems including MS Office and administrative software.
* Excellent problem-solving skills.
* Customer service oriented.
* Friendly and professional attitude.
* Resilient in face of challenges.
Benefits
* Employee wellbeing programme, occupational health support, telephone support – counselling for staff.
* Service level awarded annual leave.
* Enhanced Maternity & Paternity Packages.
* Dental/Healthcare cash plan.
* Cycle to Work Scheme.
* Electric Vehicle Leasing Scheme.
* Gender & Equality Working Group.
* Sureserve Academy – a platform for development, career progression.
* Employee Voice Programme.
* Social activities for all teams.
* Sureserve Legends – celebrating the fantastic ways in which our employees live our values.
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