Senior Service Coordinator / Team Leader

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 an 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 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

• To supervise the performance of the team so that appointments are resourced and managed, ensuring appointment times are met by allocating the right workers, based on skills, availability and locality to the jobs.
• To supervise the performance of the resource team ensuring they plan ahead for future jobs and appointments
• Coach and develop your team to ensure they follow the correct processes
• 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
• Implement Personal Development Plans and hold regular One-to-One’s to identify personal improvement objectives.
• Manage conflict, issues, and poor performance of your team to achieve a positive outcome.
• Management of the Out of Hours rota and liaise with the out of hours team.
• Work closely with the Office Supervisors to ensure the Call Centre team are effective and efficient.

SKILLS / KNOWLEDGE

• 2 years’ experience of supervising a team within a contact centre /office environment
• Worked in a logistical resourcing / scheduling role.
• Basic knowledge of building maintenance trades
• Understanding of the Geographical Portsmouth City area.
• Able to support, coach and develop a team to improve services provided.
• Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.
• Possess good interpersonal skills and ability to communicate at all levels in a professional manner being able to challenge and be challenged.
• Able to recruit and induct staff ensuring they have a professional introduction to the company and contract.
• Able to communicate with the workforce and be able to remain professional even when issues are contentious.
• Have good computer skills in MS Office and be comfortable in using job management systems.
• Be extremely organised and self-motivated, able to self-manage and prioritise work and have 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