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Customer Services Team Manager job in Sheffield

Engineering Jobs with Carillion plc
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Job Ref:  CA_38165
Employer:  Carillion plc
Job Type:  Permanent
Country:  United Kingdom
City:  Sheffield
Post Code:  S1
14/10/2016 01:06

Purpose of Role
To add value through the proactive supervision, planning and organisation of the Telecoms and Helpdesk departments and initiating, co-ordinating and communicating information on its behalf.

Principal Accountabilities
• To ensure the Customer Services Department is working as efficiently and cost effectively as possible within an agreed budget and on a 24x7 basis. To ensure delivery of all contractual performance levels as stipulated in the PMS.
• To have a full understanding of PMS to ensure the development and implementation of working procedures in order to deliver a quality service to the Trust and the FM Management team.
• Recruit Customer Service Advisor (C.S.A.) staff, carry out staff appraisals, and ensure continuous development of staff. Manage sickness, absence and disciplinary issues.
• Maintain the Concept, and telephone directory databases.
• Ensure completed and partially completed tasks are entered into the database, to maintain the current status of tasks outstanding.
• Ensure that Customer Service Advisor staff are given clear guidance to enable them to accurately decide the priority of a call in accordance with the PMS.
• Production of Periodic and Ad-hoc Management Information reports for Performance Measurement and Service Improvement Purposes.
• Take a proactive approach to work with the Client and colleagues to continuously improve Service Delivery and Professionalism. To participate in any future development of the PMS for switchboard and helpdesk.
• Continuous liaison with all Service Heads to ensure the appropriate communication protocols are maintained-Overview the incoming requests to the helpdesk to achieve accurate assignment of different types of requests.
• To liaise with shared services such as IT and IS to maintain database integrity and disaster recovery plans.
• Undertake workplace inspections and risk assessments on a regular basis within the areas of responsibility.
• Ensure the requirements of H&S, Sustainability and quality assurance are implemented and maintained for the area of responsibility.-Develop, implement and maintain administrative systems (using IT where appropriate), which positively contributes to the effective and efficient management of information.
• To participate in continuous professional development.
• Take responsibility within the Trust’s and Carillion’s Fire Safety Procedures.-Assist in the co-ordinated response to emergencies in a proficient, timely and professional manner

Additional Role Information
All offers are subject to NOMS and Home Office CTC security clearance.

Excellence in Customer Service and previous people management is essential.

Reward Package:
• 25 days annual leave + 8 bank holidays with the opportunity to buy more holidays once you have been with a for a short while
• BUPA Healthcare Insurance (single cover with option to 'trade up' to cover your family
• Pension Plan
• Carillion 'Thank You' Scheme, which offers flexible, tax efficient benefits such as child care vouchers, cycle to work scheme & discounts on high street brands

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