Senior Switchboard Operator

£25000 - £27000 Per Annum
03 Oct 2016
31 Oct 2016
ISS Support Services
Job Title
Industry Sector
Banking / Finance
Contract Type
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.