Customer Services Supervisor

Job Title: Customer Services Supervisor

Location: Kingston upon Thames, Surrey

Salary: £29,132 per annum

Job type: Permanent, Full Time

The Role:

This job supervises and manages a group of staff on a day-to-day basis. The Customer Services Supervisor will be based at Penrhyn Road and will be responsible for the delivery of a number of services provided by Customer Services, primarily Reception and Switchboard but cover for other campuses as appropriate to the particular campus/office. This is a “hands-on” job. The Customer Services Supervisor is part of the working team, particularly to organise cover for absences due to sickness and/or holidays and will, on a daily basis, be part of the front-line delivery of Customer Services. Due to the operational hours of the services, the Customer Services Supervisor may be, for part of each day the most senior member of staff available and/or present at a campus, and they will thus be responsible for managing all aspects of the services and the staff who work in their teams to ensure the continued delivery of all the services to the agreed standard.

Key Responsibilities:

• To fully understand the concepts, ranges, and methods of the delivery for all the disciplines, covered by the Customer Services
• In the absence of the Campus Services Manager, to deputise and be responsible for, representing the department in meetings and dealing with demands on the Customer Services team/or resources etc.
• Responsible for the management of Customer Services at their campus, including the management of staff, maintain accurate annual leave records; produce staff rosters, to ensure coverage of posts, develop staff and actively seek to improve the department going forward.
• To lead a team of zero hr staff covering LRC sites in providing customer services, recording shifts, and coving absence and holiday as per the submitted rota. Filing and submitting time sheets in a timely manner.
• Carry out quality checks to ensure work is done to the required SLA standards, that staff are working safely, within the HASAW guidelines and that things look right.
• Monitor and report delivery of service specified in the SLAs, investigate the service failures and complaints, and determine resultant actions to be taken.
• Produce and carry out initial analysis of recorded statistics to support the Campus Services Manager in assessing issues with the delivery of SLAs and improving the service.
• Carry out training for staff to ensure that they understand what is required by our client and to what standard.
• Notify the Campus Services Manager of incidents, sick/holiday leave, and organise and record overtime worked when requested by management: enabling collated data to be submitted to the HR Department.
• Assist in monitoring budget expenditure for the department, review supply costs regularly to ensure value for money.
• Preparing purchase orders and payments using the online purchase system for approval by the Campus Services Manager.
• Produce and carry out initial analysis of recorded statistics to support the Campus Services Manager in assessing issues with the delivery of SLAs and improving the service.
• Carry out probationary, staff performance appraisals, back to work interviews and assist the Campus Services Manager in planning any training and development needs that may arise.

The Candidate:

• NVQ level 3 in Customer Service or equivalent work experience and commitment to work towards this qualification.
• Able to prioritise and tackle problems logically and work with the Manager to resolve difficult situations.
• To possess strong oral, written, and electronic communication skills and have the ability to communicate with internal and external clients and colleagues.
• Able to work with little supervision and decide how best to deal with situations, including emergencies or other unexpected situations.
• An enthusiasm to achieve a high standard in own work and the ability to inspire the same from others.
• Able to change routines and adapt working practices. The ability to work to deadlines, under pressure, and handle multiple demands. To be flexible in working hours.
• Identify own development needs and those of their direct reports in liaison with Manager.
• Knowledge of the job and safe working practices (HASAW).
• Ability to drive
• PC literate with knowledge of Microsoft Word, Excel, and Outlook.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; Customer Service Administrator, Customer Services Executive, Customer Service Representative, Customer Support, Client Services, Customer Service Executive, Customer Assistant, Customer Aid, Customer Service Telephone Consultant, Telephone Customer Service Representative, Customer Advisor, Telephone Customer Support, Business Support, Customer Service Advisor, Customer Service Engineer, Customer Services Officer, Administrator, Customer Service Assistant may also be considered for this role.