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, and commitment to excellent client service we are set up to be a trusted partner for now and the future.

RELEVANT SKILLS AND BEHAVIOURS:

• 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.

OVERVIEW OF THE ROLE

To lead and motivate a team of customer service call centre agents to ensure they’re giving the best customer service possible.
To monitor calls for quality assurance and offer feedback and training to improve performance, and handle complex customer service issues and inquiries when escalated by team members.

SPECIFIC ROLES AND RESPONSIBILITIES:

• Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
• Implement and refine administrative systems, policies, and procedures.
• Handle sensitive and complex issues with discretion and confidentiality.
• Collaborate with various departments to ensure seamless business operations.
• Prepare reports and presentations for senior management.
• To 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 our staff and clients.
• Solve complex problems and improve administrative processes, enhancing productivity and efficiency.
• Supervise the daily operations of the call centre team 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 quality and customer service standards.
• Analyze call centre statistics (sales rates, customer service metrics etc.) 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.