Job Description
Operations Supervisor
* Location: Croydon
* Job Type: Full-time Monday to Friday 08:00-17:00
* Salary: £33K per annum
We are seeking a dedicated Operations Supervisor for a great client of ours to support the Senior Customer Services Manager in enhancing Desk performance. This role is crucial for achieving service level agreements (SLAs) and ensuring optimal productivity within the team.
Day-to-Day Responsibilities:
* Supervise the Service Desk, ensuring SLAs are met across all accounts, with each customer achieving their SLA monthly.
* Collaborate with the Senior Customer Services Manager and other key personnel to meet productivity requirements and manage overrun call sites.
* Provide accurate estimated times of arrival to customers and update Service Manager in line with customer SLAs.
* Ensure all parts are ordered correctly and investigate calls left at PP and WP for resolution.
* Monitor estimate approvals and completions and supervise related duties including cover arrangements for absenteeism.
* Support Service Desk personnel with customer interfaces and ensure all administrative functions are performed accurately and promptly.
* Supervise daily activities of Administrators, escalating calls to the management team as needed.
* Handle customer complaints professionally and escalate when necessary.
* Manage on-hire equipment and related accounts queries.
* Participate in daily or weekly calls with departmental Managers and follow up on Desk-related tasks.
* Train new starters and develop repartees within the department.
* Maintain a professional image of the Service Desk and promote teamwork within the Customer Service Department.
* Manage the weekend/bank holiday rota and sign off related overtime.
* Complete administrative duties related to Service/Company operations and maintain customer CAFM portals.
Required Skills & Qualifications:
* Excellent interpersonal skills, both written and verbal.
* Ability to communicate effectively within a team at all levels of the business.
* Experience in a service level environment, multitasking and prioritising tasks to deliver outstanding customer service.
* Proficiency in Microsoft Office applications, especially Excel.
* Strong numeracy skills and experience in an Accounts environment is beneficial.
* Experience with IT-based call logging systems, particularly CAFM.
* Demonstrated ability to take on supervisory responsibilities.
If you are interested in this role, please apply today.