Call Center Supervisor - Southampton, United Kingdom - Boutique Recruitment LTD

Boutique Recruitment LTD

Verified Company

Southampton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Boutique Recruitment Ltd, is Heathrow's leading employment agency.
Southampton
Fleet Call Centre, Supervisor
Details

Monday

Friday 8am 6pm, working 2 shift patterns (example 85 or 96 which you will alternate) plus the possible need for Saturday AM
We offer 20 days holiday per year plus bank holidays.
Auto enrollment pension, rules apply
Performance/Attendance bonus paid monthly in arrears. Performance will be calculated on transaction success rates, missed calls, etc. Attendance is based on no unplanned absence in the month
Monthly paid basic £24,500 PA (including bonuses)

Duties

Looking after specialist accounts assigned to you and your team
Managing job requests to successful conclusion/completion this includes vehicle planned maintenance, MOT Test bookings and tyre replacements both planned and breakdowns
Updating drivers and third parties
Taking and monitoring bookings we act as FPOC for key customers
To ensure all job & systems data is recorded accurately and on a timely basis
To ensure maintenance schedules and MOT appointments are agreed, accurate and supplied on a timely basis
To monitor system data integrity and provide reports as required
To act upon system reports and ensure discrepancies are highlighted and resolved
To maintain effective response times in relation to call centre duties
To offer front line customer support, advice and resolution following enquiries
To allocate calls and resources to ensure that all calls are actioned to comply with agreed Service Level Agreement (SLA's) and targets
To ensure Key Account customers and management are regularly informed of call progression/ development through to satisfactory resolution
Ensure that the necessary processes, procedures, and work instructions are understood and followed, providing a consistent and professional service to our customers
To perform administrative duties including call handling and data entry/management using our systems
To aid, advise and provide support to your colleagues by utilising your vehicle background and expertise

Requirements/Experience