Administration Supervisor

Stowmarket
£28,000 - £30,000pa
Full-time
Office Based

We are seeking a diligent and professional Administration Supervisor to lead our customer service call centre team. This role is crucial in ensuring that our team delivers the highest level of customer service, manages complex customer issues, and maintains efficient operational practices.

Day-to-day of the role:

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.
Oversee and ensure the smooth operation of all administrative functions within the company.
Lead the 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.
Analyse call centre statistics 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.

Required Skills & Qualifications:

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.
Proven experience in a supervisor role, or a similar management role in a contact centre.
Exceptional interpersonal and customer service skills.
Effective multitasking and organizational abilities.
Excellent knowledge of management methods and techniques.
Proficiency in English and IT systems including MS Office and administrative software.
Excellent problem-solving skills.
Customer service oriented with a friendly and professional attitude.
Resilient in the face of challenges.

Benefits:

Employee wellbeing programme and occupational health support.
Service level awarded annual leave.
Dental/Healthcare cash plan.
Cycle to Work Scheme.
Electric Vehicle Leasing Scheme.

To apply for the Administration Supervisor position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.