Switchboard Manager
- Recruiter
- ISS UK Limited
- Location
- London
- Salary
- £27000 - £30000 Per Annum
- Posted
- 26 May 2017
- Closes
- 23 Jun 2017
- Ref
- TL/Switch
- Contact
- ISS Support Services
- Job Title
- Customer Services
- Industry Sector
- Telecommunications
- Contract Type
- Permanent
- Hours
- Full Time
ISS Support Services is an independent division of ISS Facility Services Limited. Through its Office Services and Front of House businesses, it provides tailored hotel-style services to corporate clients in the UK and regionally. ISS is an established global facilities and outsourcing provider, working with some of the most recognised clients and global brands.
The highlights of working with us include;
* Investors in People Gold accredited organisation
* Experience with working for some of the world`s most successful brands
* Working with experts in the field of FM in continuing the growth of this successful `boutique` business
* For the fourth year in a row, the International Association of Outsourcing Professionals (IAOP) has ranked ISS with the highest global rating on its annual list of the world`s best outsourcing service providers - The Global Outsourcing 100.
* Extensive learning & development opportunities with a range of sales and management courses, including through the ISS University.
We are looking for
* Previous experience as a Leader/Manager in call services
* Previous experience delivering 5 star service
* Excellent interpersonal and communication skills
* A passion for delivering exceptional levels of service
* Ability to focus attention on guest needs, remaining calm and courteous at all times
* Technical ability - Microsoft Office (Intermediate to advanced)
Responsibilities:
* Proactive line management and leadership of the Switchboard Team, including customer management and administration management
* To proactively drive the development of the customer telephony experience
* To ensure that all client and customer requests and enquiries are fulfilled and exceed expectations
* To develop and maintain excellent, positive relations with client management team
* To work operationally as part of the Switchboard Team when required - leading by example and maintaining brand standards
* Rota management across the Switchboard department
* To ensure all calls are handled in accordance to the SLA requirements
* To arrange and conduct onsite team meetings
* To produce & analyse Management Information, complete monthly statistics and produce these as required
* Investigate issues; liaise with the client and your line manager on action taken, in a timely and professional manner
* Reviewing, updating and regular utilisation of the in-house systems and procedures
* Servicing client requirements, organising yourself and team as necessary to ensure arrangements are provided as per requested timings
* Regular reporting of key statistical information requested by the client, including abandoned call rate and switchboard/call statistics
* To consider innovative solutions to improve call efficiency
Requirements:
* Customer service experience
* Call services experience
* Team Leader/Management experience
* Call handling experience
* Ideally have experience working with systems (e.g. MS Office)
* *High degree of accuracy
* Excellent communication skills
* Good time management, ability to prioritise and meet deadlines
* Ability to work on own initiative and as part of a team
* Motivated, committed and flexible
We are keen to consider individuals from a strong customer service background with prior call handling experience.
The role is available immediately - please send us your CV now!
The highlights of working with us include;
* Investors in People Gold accredited organisation
* Experience with working for some of the world`s most successful brands
* Working with experts in the field of FM in continuing the growth of this successful `boutique` business
* For the fourth year in a row, the International Association of Outsourcing Professionals (IAOP) has ranked ISS with the highest global rating on its annual list of the world`s best outsourcing service providers - The Global Outsourcing 100.
* Extensive learning & development opportunities with a range of sales and management courses, including through the ISS University.
We are looking for
* Previous experience as a Leader/Manager in call services
* Previous experience delivering 5 star service
* Excellent interpersonal and communication skills
* A passion for delivering exceptional levels of service
* Ability to focus attention on guest needs, remaining calm and courteous at all times
* Technical ability - Microsoft Office (Intermediate to advanced)
Responsibilities:
* Proactive line management and leadership of the Switchboard Team, including customer management and administration management
* To proactively drive the development of the customer telephony experience
* To ensure that all client and customer requests and enquiries are fulfilled and exceed expectations
* To develop and maintain excellent, positive relations with client management team
* To work operationally as part of the Switchboard Team when required - leading by example and maintaining brand standards
* Rota management across the Switchboard department
* To ensure all calls are handled in accordance to the SLA requirements
* To arrange and conduct onsite team meetings
* To produce & analyse Management Information, complete monthly statistics and produce these as required
* Investigate issues; liaise with the client and your line manager on action taken, in a timely and professional manner
* Reviewing, updating and regular utilisation of the in-house systems and procedures
* Servicing client requirements, organising yourself and team as necessary to ensure arrangements are provided as per requested timings
* Regular reporting of key statistical information requested by the client, including abandoned call rate and switchboard/call statistics
* To consider innovative solutions to improve call efficiency
Requirements:
* Customer service experience
* Call services experience
* Team Leader/Management experience
* Call handling experience
* Ideally have experience working with systems (e.g. MS Office)
* *High degree of accuracy
* Excellent communication skills
* Good time management, ability to prioritise and meet deadlines
* Ability to work on own initiative and as part of a team
* Motivated, committed and flexible
We are keen to consider individuals from a strong customer service background with prior call handling experience.
The role is available immediately - please send us your CV now!
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