Contact Centre Supervisor

Pembrokeshire Housing
Pembroke, Pembrokeshire (Sir Benfro)
£25,131 (Probationary salary applies)
08 May 2017
19 May 2017
Contract Type
Full Time

Contact Centre Supervisor

£25,131 (Probationary salary applies)

37 hours per week

This is an exciting new post in our fast-paced contact centre. The postholder will lead, motivate and support the customer services advisors to ensure the delivery of high quality customer care and front line services.

The successful candidate will hold 5 GCSEs at grade C or above (including Maths and English) or equivalent.  Ideally you would also possess a higher education/ adult learning qualification i.e. NVQ3 Business Administration or equivalent and management qualification.

To lead the development of a customer service centre you will require a minimum of 5 years' experience working in this environment. Using your skills and experience you will effectively manage the demands on the service and be able to respond to resource implications such as staff rotas and responsibilities across teams.

Experience of leading, motivating and working within a team is essential as you will be managing and planning your team's staffing resources to match service demand, whilst working closely with the Maintenance Supervisors and Area Officers.

As a customer facing post you will address and resolve any concerns raised by customers therefore you will have experience of providing excellent customer service and be committed to continually improving customer satisfaction.

Knowledge and experience of mobile working and job scheduling is desirable.

Applied mathematical ability is essential as you will be required to collate and analyse data and report results.

You will be computer literate and have experience and knowledge in using and maintaining databases; knowledge/experience of mobile working and job scheduling would be an advantage

Closing date: 12 noon, Friday 19th May 2017

Interview date: Friday 26th May 2017