Client Services Supervisor

Posted on Feb 2, 2019 by Anonymous

Basildon, Essex United Kingdom
Call Center & Customer Service
Immediate Start
£25k - £26k Annual
Full-Time
Our client is a leading sales and hire business. Supplying welfare units & site accommodation across the construction industry. Due to ongoing growth, they are looking for an experienced client services supervisor to join their team.

Roles and Responsibilities:

The Client Services Supervisor role is to manage the client services and reporting to the service manager, organising the day to day operation of our customer service including routing/logistics of the service engineers, liaising directly with clients, and interfacing with other team members to provide continuous support of fleet management and of onsite services to clients.

The Client Services Supervisor will be working within a well-established company with a proven track record of customer service to ensure the best standards of support and service continue to be provided to our Clients at all times. This is a service that is to be delivered to our Clients by the team in a timely and pleasant manner. The Client Services Supervisor will be responsible to the Service Manager for not only managing to achieve aims, but in identifying training needs and gaps in knowledge, and developing with those that know within the business, training to embed the knowledge into the team devising talks and materials to do so. The key parts of the role are outlined in the job description below and its overriding aim is to constantly improve the service we provide, while at the same time carrying out the important "housekeeping tasks" such as ensuring fleet maintenance is conducted within the required service schedules, records are up to date, and Client issues regarding operation and management of units are dealt with promptly.

The Client Services Supervisor is responsible for their team (office and site based staff), ensuring all are fully trained in company HS&E requirements, the use and maintenance of equipment of all sorts in their control and evaluating process led risk assessments. The staff responsible to the Client Services Supervisor will be required to be monitored and appraised using the company HR system and IIP appraisal system in place.

Record Keeping:

* Preparation of budgets, their control and administration

* Staff HR

* Processing sales orders, entering details required into the system

* Telemetry work including updating/responding to Alert Tracking system on a daily basis

* Work within the Service System

* Log all call outs - either engineer visit or telephone based

* Enter notes onto Client Management Database

* Importing on and off hires

* Call out records

* Individual job logs

* Updating Uniport database

* Managing unit curfew system

* Staff Appraisals, Training Records and Development Plans for Service Team

Reporting

Prepare suitable reports at required intervals to report on key indicators within Customer Services

To prepare any other report or study as required

Procedures:

* Manage the scheduling and availability of staff covering 8 - 5.30 working day (5.00pm Friday).

* Handle incoming Client calls and liaise effectively to maintain efficient communication with Clients regarding their issue

* Maintain all aspects of support including gas and toilet servicing

* Receive and provide solutions to Client complaints

* Manage alert tracker database and assign resource where applicable

* Responding and dealing with ALL telemetry alerts

* Costing Service Engineers paperwork and damage letters on receipt of damage inspections sheets

* Daily service van routing

* Updating Uniport system on a daily basis

* Liaising with third party supply chain requirements

* Communicate and inform staff and sub-contractors of HSE requirements

* Evaluation of process led risk assessments

* Ensure staff have access to correct PPE when required by the job

* Any general duties required by the business

Our client are accredited 'Investors in People' and are an 'Equal Opportunities Employer

Reference: 636365919

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