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Customer Services Team Leader job in Reading

Engineering Jobs with Carillion plc
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Job Ref:  CA_38786
Employer:  Carillion plc
Job Type:  Permanent
Country:  United Kingdom
City:  Reading
Post Code:  RG2
12/10/2016 01:03

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
Experience of CAFM / Helpdesk Operations
Knowledge of Net Promotor scoring
Liaison with Tenants and Facilities Team

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