To support the Head Service Delivery and supervise the efficient running of one the Contract Support Teams. Providing excellent customer service and support to our clients, Account Managers, and our supply chain partners. Focusing on the daily management of the Service Delivery Team’s performance and delivering or exceeding our customer SLA’s, KPIs along with set targets and objectives.
- Accountable for the effective supervision your Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
- Conduct regular call monitoring to assess quality and provide feedback and coaching
- Analyse call handling performance and productivity and take action to resolve any issues.
- Ensure you’re your team are meeting / exceeding contract requirements, and manage expectations and timelines for the customer and all internal stakeholders if timelines are going to slip.
- Conduct monthly 1:1s, mentoring team members, targets & objective setting and absence management.
- Complete checks to ensure accuracy of tasks and real time position, reporting on Team stats and targets set by Head of Service Delivery.
- Prioritise daily tasks and raise any concerns with the Head of Service Delivery - Acting as a point of escalation.
- Highlight client concerns or potential delays to the Head of Service Delivery / Account Mangers.
- Provide support on analysing and managing customer support issues via telephone/email where required.
- Ensure you have a clear understanding of the services we provide for our clients in all aspects relating to work order management.
- Assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.