Supervisor - York, United Kingdom - Mears Group

Mears Group
Mears Group
Verified Company
York, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Annual salary:
up to £33,091.42

Call Centre Supervisor - Mears Group (Nights 4 on 4 off)


Do you want to work for one of the leading providers in the housing, homecare and support market industry in the UK? Are you somebody who is open to new opportunities, has a visionary approach and a strategic thought process? An exciting opportunity has arisen for a Call Centre Supervisor to lead a new business function within our repairs and maintenance division.

Mears Group PLC provides rapid response and planned maintenance services to local authorities and Registered Social Landlords. Delivering in excess of 6,000 repairs every day to a portfolio of over 1,000,000 homes nationwide.


As a Call Centre Supervisor, You will oversee a team of call handlers, planners and a team of supervisors providing emergency out of hours call handling service to Mears Group clients.


You will ensure jobs are accurately diagnosed, prioritized and that the correct operative is dispatched whilst ensuring high levels of customer service and adhearance to client KPIs.

As well as this you will have accountability for the following:

  • Provide full line management for contact centre staff through workday including recruitment, coordinating work, performance management and supporting ongoing training and development activities.
  • Respond to all calls and enquiries escalated by team, assist with call taking during peak periods
  • Complete quality assurance call reviews on call centre agents within your team, ensuring feedback and development plans are in place to improve performance.
  • Take customer repair orders, obtaining full repair information, accurately diagnosing repairs and making appropriate and relevant appointments in accordance with policy and practice.
  • Plan and dispatch works to operatives, ensuing they have the correct skillset to affect a first time fix/make safe.
  • Oversee other administrative tasks as directed by the call centre manager including but not limited to booking gas servicing appointments and logging customer satisfaction calls/surveys.
  • Monitor operatives progress on jobs, communicating with residents where required and ensure mears lone working procedures are always adhered to.
Working Hours

Please note, if shortlisted you will be expected to work the following shift patterns. The Mears Group Recruitment team will be in touch to discuss your working hours. We endeavor to be flexible when taking into account your availability wherever possible.

  • Night Shift 48 Hours, 17:00 0:00, with a 1 Hour lunch, shift pattern 4 on 4 off


Mears Group recognise our people as our greatest asset, we Hire Individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

TJ
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