Contact Centre Supervisor (Evenings)

at  Norse Group Ltd

UNITY PLACE, NORWICH.

Our Norse Group TFM Division are a lead Facilities Management services provider across Norfolk, specialising in a range of Soft and Hard TFM services on behalf of Norfolk County Council.
The contact centre operates 24 hours a day, 365 days a year and the main objective being to provide 24/7 customer contact support to all clients, from both residential and commercial properties across all divisions within the TFM Contract.
Based at our Head Office (Unity Place) in Norwich, we are seeking a Customer Contact Centre Supervisor to supervise the our out of hours team of Customer Contact Advisor’s within a Facilities Management Helpdesk. You will be required to provide leadership, guidance and direction to the team to ensure they perform to a high professional standard at all times in accordance with established processes and procedures

SKILLS AND EXPERIENCE REQUIRED:

• Experience in a leadership or supervisory role, where you can demonstrate excellent leadership qualities with the ability to lead & motivate others to achieve organisation goals
• Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact, and discretion
• Knowledge of Microsoft Office & are computer literate
• Understanding of operational workplace methods and practices relevant to Norse
• Excellent interpersonal and communication skills with a professional and polite manner
• Excellent customer service skills, confident and assertive whilst maintaining confidentiality, tact and discretion
• Organised with a methodical and pragmatic approach to work, flexible and adaptable with excellent problem-solving skills
• Ability to work under pressure, prioritising workload with a high level of accuracy and attention to detail
• Decisive with the ability to take proactive action and act on own initiative

• Take leadership of the evening staff who work in the Customer Contact Centre to ensure they answer, process & resolve all calls & emails in an efficient, professional, clear & concise manner
• Ensure the Customer Contact Centre can identify the eligibility of an emergency
• Carrying out staff inductions, training & regular reviews
• Performance monitoring to ensure KPI’s are met
• Keeping the information management system updated with any appropriate amendments to guidance, procedures and new rota’s
• Assisting in the company travel bookings and hotel accommodation
• Registering compliments and complaints on the Quality Management System
• Attending regular contract review meetings
• Ensure relevant company policies & procedures are adhered to
• To be available on an ‘On call’ basis and alternate this on a weekly basis with the CCC Manager, Assistant Manager & weekend Supervisor
• To carry out any other duties as required by the Customer Contact Centre Manager, Contract Managers, or Directors
• A feature of this role is the flexibility to be available to support the business 24/7 for infrequent situations such as severe weather conditions or unplanned surge of incoming calls as well as covering bank holidays, Christmas, annual leave, sickness & weekends.