Administration Supervisor

Sureserve; Boston; On-site; GBP 30,000 - 40,000; Full time

Job summary

Sureserve is seeking a diligent Administration Supervisor in Boston to lead a customer service team. This role focuses on team management, ensuring high-quality customer service, and addressing complex issues. The ideal candidate will possess strong leadership and customer service skills in a contact centre setting, guaranteeing optimal operational efficiency.

Benefits

Employee wellbeing programme

Enhanced Maternity & Paternity Packages

Cycle to Work Scheme

Sureserve Academy for development

Social activities for teams

Qualifications

• Proven experience in a Supervisor role in a contact centre.
• Exceptional interpersonal and customer service skills.
• Excellent multitasking and organizational abilities.

Responsibilities

• Lead and motivate the customer service call centre team.
• Handle complex customer service issues and inquiries.
• Monitor calls for quality assurance and provide feedback.

Skills

Leadership

Communication

Problem-Solving

Adaptability

Customer Service

Education

Experience in a Supervisor or management role

Tools

MS Office

Job description

Sureserve

Sureserve mission is to be the trusted partner of choice to the social housing and related public sector in delivering essential and affordable heating, energy savings, and compliance solutions.

We are playing a key and progressive role in decarbonisation, always delivering for customers, employees, residents and the environment with safety, integrity and respect at the forefront of everything we do.

We provide trusted high-quality solutions that focus on energy efficiency, warm, safe, and compliant homes, and an improved quality of life for residents.

With a Nationwide reach, regional and local relationships and expertise, and commitment to excellent client service we are set up to be a trusted partner for now and the future.

Sureserve Compliance Central

We are a national company offering market leading heating & hot water solutions from a network of regional offices across the East of England and the Midlands, strategically positioned to ensure comprehensive coverage and uncompromised access to our clients.

We are recruiting for a diligent, professional Administration Supervisor to join our busy team in Boston.

Overview of the Role

To lead and motivate a team of customer service call centre agents to ensure they're giving the best customer service possible.

To monitor calls for quality assurance and offer feedback and training to improve performance, and handle complex customer service issues and inquiries when escalated by team members.

Specific Roles And Responsibilities

• Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
• Implement and refine administrative systems, policies, and procedures.
• Handle sensitive and complex issues with discretion and confidentiality.
• Collaborate with various departments to ensure seamless business operations.
• Prepare reports and presentations for senior management.
• To oversee and ensure the smooth operation of all administrative functions within the company.
• Lead the administration team in providing exceptional customer service and support to our staff and clients.
• Solve complex problems and improve administrative processes, enhancing productivity and efficiency.
• Supervise the daily operations of the call centre team to meet business targets.
• Conduct regular performance reviews, identify areas for improvement, and implement action plans.
• Ensure high levels of customer satisfaction and maintain quality service by enforcing quality and customer service standards.
• Analyze call centre statistics (sales rates, customer service metrics etc.) to identify trends and areas for improvement.
• Provide ongoing training and support to call centre agents.
• Escalate and resolve issues that affect operations.
• Plan and implement strategies to meet operational challenges.
  
  

Relevant Skills And Behaviours

• Strong leadership and motivational skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage stressful situations calmly.
• Problem-solving and decision-making skills.
• Adaptability and flexibility to deal with fast-changing situations and environments.
• Attention to detail and ability to multi-task.
  
  

Required Attributes

• Proven experience in a Supervisor role, or a similar management role in a contact centre.
• Exceptional interpersonal and customer service support
• Effective multitasking and organizational abilities
• Excellent knowledge of management methods and techniques.
• Proficiency in English.
• Proficient in IT systems including MS Office and administrative software
• Excellent problem-solving skills
• Customer service oriented
• Friendly and professional attitude
• Resilient in face of challenges
  
  

What We Offer

• Employee wellbeing programme, occupational health support, telephone support- counselling for staff
• Service level awarded annual leave
• Enhanced Maternity & Paternity Packages
• Dental/Healthcare cash plan
• Cycle to Work Scheme
• Electric Vehicle Leasing Scheme
• Gender & Equality Working Group
• Sureserve Academy- a platform for development, career progression
• Employee Voice Programme
• Social activities for all of our teams
• Sureserve Legends- celebrating the fantastic ways in which our employees live our values.
  
  

Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [e-mail]

Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.

Join us in our mission to deliver excellence across the UK.