Customer Service Supervisor in Glasgow

Customer Service Supervisor

City Building Engineering Services (CBES), Glasgow Head Office.

Overview

We are looking for an experienced customer service supervisor to lead and support our Helpdesk Team leaders at our Glasgow Head office, liaising with City & Asda Senior Management to ensure adherence to Process and Policy.

Main Duties

• Attendance Management, including Welfare Visits, Return to Work interviews for all Helpdesk colleagues
• Carry out disciplinary, investigation and conduct meetings.
• Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts (24/7)
• Support & coach Team Leaders
• Carry out Team Leader monthly 1-1’s and assess their 121 meetings with their teams
• Yearly Appraisals for Team Leaders
• Colleague performance management, support on performance management – performance improvement planning, disciplinary, investigation and conduct meetings.
• Management information reports for Field and Customer City & senior management teams.
• 24 hours a day OOH cover across all shifts via a 1 week in 2 on‑call rota. High level of responsibility during the rota
• Ensure colleagues are accessing Evolve on a regular basis to receive updates
• Recruitment of new colleague’s process from – Advertising position, Reviewing CV’s, Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Helpdesk trainer and arrange inductions.
• Planning Resources for Severe Weather
• Collate Monthly Overtime for HD
• Succession Planning, Fit for Growth
• KPI’s/KRA’s: 18 seconds to answer / 30 mins to pass / 95% Performance House score
• Champion customer service, motivate teams to encourage positive attitude
• Support team by logging jobs and incidents
• Strong knowledge of Right To Work and GDPR guidelines
• Main point of enquiry / contact for City FM
• Represent Helpdesk at internal and field meetings
• Process management: creation and updating, ensuring all colleagues understand and are following changes
• Support / Deputise for Contact Centre Manager
• To communicate fluently and confidently without supervision creating an atmosphere of co‑operation with both Customer and Colleagues.
• Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team.
• To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and Asda Colleagues.
• To visibly demonstrate enthusiasm and positive behaviour.
• Comply with any other reasonable request or instruction from other Department/CFM Line Manager
• Recruit+ Portal – Liaising with Recruiting Agencies
• FTE Management
• Flexible Working Requests

Key Performance

• Timeliness and accuracy of written and verbal reports
• Utilisation and development of the Helpdesk Team
• Effectiveness of communications within the Helpdesk

Essential Knowledge

• Working knowledge of the Helpdesk
• Familiarity with the Asda Contract

Desirable Knowledge

• Familiarity with assessment and disciplinary procedures

Essential Skills

• Ability to manage a team of Call Centre Operators and Team Leaders
• Ability to extract, collate and present performance data relevant to the business
• Ability to motivate self and Helpdesk team in order to drive the business

Desirable Skills

• PC Literate in Excel, Word, Powerpoint
• Previous experience of delivering presentations to Management

Demonstrated Behaviours

• Customer focused
• Able to motivate self and others
• Flexible approach to working hours
• Effective communication skills both written and verbal
• Team member skills

Specialist Requirements

• Confident liaising at Area and Divisional level
• Experience in developing strong working relationships with Colleagues

Seniority Level

Mid‑Senior level

Employment Type

Full-time

Job Function

Other

Industries

Construction