Senior Switchboard Operator
- Recruiter
- ISS UK Limited
- Location
- London
- Salary
- £25000 - £27000 Per Annum
- Posted
- 03 Oct 2016
- Closes
- 31 Oct 2016
- Ref
- SNR/Switch
- Contact
- ISS Support Services
- Job Title
- Administrator
- Industry Sector
- Banking / Finance
- Contract Type
- Permanent
- Hours
- Full Time
ISS Support Services is the UK`s most established Front of House specialist; a direct employer providing hotel-style outsource meeting room management, reception, switchboard, corporate concierge, switchboard and office support services to many of the World`s most respected brands.
The highlights of working with us include:
* Investors in People Gold accredited organisation
* Experience at working at some of the world`s most successful brands both in blue chip, retail and media organisation
* For the second year in a row, The IAOP has ranked ISS as number 1 on its annual list of the world`s best outsourcing service providers - The Global Outsourcing 100.
* An in house Learning and Development and Recruitment Team dedicated to your personal development.
We are looking for a Senior Switchboard Operator. You will be working alongside the Call Services Manager to ensure all calls are answered efficiently. We are looking for a proactive, customer service focused team Supervisor.
High degree of accuracy together with excellent communication skills and good time management is essential!
Key Responsibilities:
• To collate and analyse the Switchboard call data
• To report on Switchboard calls - answering times, levels of calls, incidents as required by the client SLA agreement
• To lead, manage and develop the team
• Conduct monthly job chats
• To support with team appraisals
• Support the team with the answering of all calls inline with the agreed set salutation and within the agreed timeframe
• To answer all calls in a positive and customer-focused manner
• To follow any scripts and or guidelines set down for filtering calls in line with the client’s requirements
• Keep the switchboard directory and any notes, systems and databases up to date
• Run reports as required and produce any documentation in regards to the Switchboard operation as per the client requirements
• Report any switchboard faults accordingly, communicating via the correct channels promptly to minimise any affects on service delivery.
• Train as required new Switchboard Operators and Network Team staff/agency workers
• Highlight any switchboard issues to the Customer Service Manager if necessary
• To be part of and keep up to date any disaster recovery plans
• To carry out other duties or responsibilities that may from time to time be assigned by your manager
• To anticipate client needs, follow up with clients and ensure that client expectations are met and where possible exceeded.
• To communicate any updates, additions and discrepancies relating to the directory, so that the directory remains as accurate and up to date as possible at all times.
• To support the Call Services Manager with the regular review of SOP`s and training material
• To check, read and action e-mails regularly and on a timely basis
• To use the client site operating systems in accordance with guidelines
• To support with the testing of our contingency plan
If you are an experience Switchboard Supervisor with a passion for service, please send us your CV today!
We would be delighted to meet with you.
The highlights of working with us include:
* Investors in People Gold accredited organisation
* Experience at working at some of the world`s most successful brands both in blue chip, retail and media organisation
* For the second year in a row, The IAOP has ranked ISS as number 1 on its annual list of the world`s best outsourcing service providers - The Global Outsourcing 100.
* An in house Learning and Development and Recruitment Team dedicated to your personal development.
We are looking for a Senior Switchboard Operator. You will be working alongside the Call Services Manager to ensure all calls are answered efficiently. We are looking for a proactive, customer service focused team Supervisor.
High degree of accuracy together with excellent communication skills and good time management is essential!
Key Responsibilities:
• To collate and analyse the Switchboard call data
• To report on Switchboard calls - answering times, levels of calls, incidents as required by the client SLA agreement
• To lead, manage and develop the team
• Conduct monthly job chats
• To support with team appraisals
• Support the team with the answering of all calls inline with the agreed set salutation and within the agreed timeframe
• To answer all calls in a positive and customer-focused manner
• To follow any scripts and or guidelines set down for filtering calls in line with the client’s requirements
• Keep the switchboard directory and any notes, systems and databases up to date
• Run reports as required and produce any documentation in regards to the Switchboard operation as per the client requirements
• Report any switchboard faults accordingly, communicating via the correct channels promptly to minimise any affects on service delivery.
• Train as required new Switchboard Operators and Network Team staff/agency workers
• Highlight any switchboard issues to the Customer Service Manager if necessary
• To be part of and keep up to date any disaster recovery plans
• To carry out other duties or responsibilities that may from time to time be assigned by your manager
• To anticipate client needs, follow up with clients and ensure that client expectations are met and where possible exceeded.
• To communicate any updates, additions and discrepancies relating to the directory, so that the directory remains as accurate and up to date as possible at all times.
• To support the Call Services Manager with the regular review of SOP`s and training material
• To check, read and action e-mails regularly and on a timely basis
• To use the client site operating systems in accordance with guidelines
• To support with the testing of our contingency plan
If you are an experience Switchboard Supervisor with a passion for service, please send us your CV today!
We would be delighted to meet with you.
Not what you're looking for? Get headhunted for relevant jobs.
Upload your CV
More searches like this
Not what you're looking for? Get headhunted for relevant jobs.
Upload your CV