Overview
Join to apply for the Administration Supervisor role at Sureserve.
Sureserve mission is to be the trusted partner of choice to the social housing and related public sector in delivering essential and affordable heating, energy savings, and compliance solutions. We are playing a key and progressive role in decarbonisation, always delivering for customers, employees, residents and the environment with safety, integrity and respect at the forefront of everything we do. We provide trusted high-quality solutions that focus on energy efficiency, warm, safe, and compliant homes, and an improved quality of life for residents. With a nationwide reach, regional and local relationships and expertise, we are set up to be a trusted partner for now and the future.
Sureserve Compliance Central We are a national company offering market leading heating & hot water solutions from a network of regional offices across the East of England and the Midlands, strategically positioned to ensure comprehensive coverage and uncompromised access to our clients.
We are recruiting for a diligent, professional Administration Supervisor to join our busy team in Boston.
Responsibilities
* Lead and motivate a team of customer service call centre agents to ensure high-quality customer service.
* Monitor calls for quality assurance and provide feedback and training to improve performance.
* Handle complex customer service issues and inquiries when escalated by team members.
* Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
* Implement and refine administrative systems, policies, and procedures.
* 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 to enhance productivity and efficiency.
* Supervise daily operations of the call centre 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 standards.
* Analyse call centre statistics 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.
Skills & Attributes
* 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.
Requirements
* Proven experience in a Supervisor role, or a similar management role in a contact centre.
* Exceptional interpersonal and customer service skills.
* 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.
What We Offer
* Employee wellbeing programme, occupational health support, and 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 for development and career progression.
* Employee Voice Programme.
* Social activities for all teams.
* Sureserve Legends – celebrating how our employees live our values.
Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and provide equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process. If you feel you need any adjustments, please contact scc-hr@sureserve.co.uk.
Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.
Join us in our mission to deliver excellence across the UK.
Location
King's Lynn, England, United Kingdom; Spalding, England, United Kingdom; Dorrington, England, United Kingdom; Sleaford, England, United Kingdom.
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