Job Description
Our client is looking for a Senior Service Coordinator who will be in charge of the logistical management of workers and subcontractors to meet repair appointments whilst delivering exceptional customer service.
Working in a call centre environment, you will also manage a team of Service Coordinators ensuring they are planning future appointments and scheduling appointments for the day at the time requested by the customer while maintaining capacity for appointments.
To succeed in this role, it is essential you have a positive, professional and versatile attitude at all times and are able to remain level-headed, demonstrating leadership for your team and making rational and proactive decisions in a constantly changing and dynamic environment.
RESPONSIBILITIES
1. Supervise the performance of the team to ensure appointments are resourced and managed, ensuring appointment times are met by allocating the right workers based on skills, availability, and locality to the jobs.
2. Supervise the performance of the resource team ensuring they plan ahead for future jobs and appointments.
3. Coach and develop your team to ensure they follow the correct processes.
4. Monitor the call centre screens and statuses to identify potential issues before they happen, supervising and supporting the team to make the correct decisions to rectify through to resolution.
5. Implement Personal Development Plans and hold regular One-to-Ones to identify personal improvement objectives.
6. Manage conflict, issues, and poor performance of your team to achieve a positive outcome.
7. Manage the Out of Hours rota and liaise with the out of hours team.
8. Work closely with the Office Supervisors to ensure the Call Centre team is effective and efficient.
SKILLS / KNOWLEDGE
1. 2 years’ experience supervising a team within a contact centre/office environment.
2. Experience in a logistical resourcing/scheduling role.
3. Basic knowledge of building maintenance trades.
4. Understanding of the geographical Portsmouth City area.
5. Able to support, coach, and develop a team to improve services provided.
6. Comfortable operating in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.
7. Good interpersonal skills and ability to communicate at all levels in a professional manner.
8. Able to recruit and induct staff ensuring they have a professional introduction to the company and contract.
9. Able to communicate with the workforce and remain professional even when issues are contentious.
10. Good computer skills in MS Office and comfortable using job management systems.
11. Extremely organised and self-motivated, able to self-manage and prioritise work with a desire to solve problems and eliminate waste.
ADDITIONAL INFORMATION
* Working hours – 8am – 5pm Monday to Friday (40 hours per week)
* 23 days holiday
* Pension
* Life Insurance
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