Call Receipt Supervisor - Ref10572

Job Description

Marlowe Fire & Security, a specialist business within Marlowe Fire and Security Group, are looking to grow their team with the appointment of an experienced Call Receipt SupervisorMarlowe Fire & Security Group are one of the fastest growing and excitingbusinesses in the UK right now. Having doubled in size in recent years to over 1,000 dedicated Fire & Security specialists across the UK, we attract the best talent in the market by offering fantastic career progression opportunities, our own in-house trainingacademy, as well as great remuneration and benefits packages including; Royal London pensions, life assurance, paid holidays, mental health & well-being scheme, paid refer a friend scheme......Our Call Receipt Supervisor Our Call Receipt Supervisor is a keyrole within Marlowe. This role is a highly multitasking role would suit someone who is able to demonstrate skills working in this type of environment in the past. The supervisor will be responsible for the day to day running of the Call Receipt Desk ensuringall Key Performance Indicators (KPIs) are met, and any issues resolved quickly and efficiently. Supervise all Staff to ensure incoming telephone traffic meets all requirements under strict KPIs. Monitoring all staff to ensure customer are not left on hold.Ensure the email inbox at all times is reviewed and monitored closely to ensure all SLAs are met. All Priorities to be met on the inbox when logging. Any issues to be initially dealt with by the supervisor but understand the escalation process is to be alwaysfollowed. Report driven with weekly reports on Call stats, inbox, individual call stats for staff a report on any issues and how they were resolved. Oversee all portals and Triaging. Complete Ad-Hoc task set by Head of Customer Care All Staff to have a monthlyPersonal Development Plan (PDP) with all reports viewable for their KPI targets. Assist with other departments were applicable to always ensure teamwork. Support staff where required. Responsible for all training and further training to ensure all staff areup to date with any process changes. Being the support for all Call Receipt Staff and engaging all staff in a positive and productive manner Who Were Looking For In addition to having all the usual attributes of a great Marlowe Fire & Security employee, suchas; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team..... For this opportunity, we are specifically looking for candidates who offer: 12 months Minimum in eithera Team Leader / Supervisory Call Receipt or Call Centre position. Ability to Multi-Task is critical to this role. Able to deal with complex issues quickly and efficiently. Motivation of staff and a positive can-do attitude is vital to supporting staff. Understandingand being able to make change quickly through the Call receipt if processes change. Ensuring Customers are dealt with in a professional manner and able to resolve any issues. The call receipt desk can at times be extremely busy and the ideal candidate withbe able to operate under pressure and achieve KPIs within the Call Receipt Team. Ability to explain and cascade operational changes with little disruption to the team. Able to discuss issues with Team and resolve effectively. RIGHT TO WORK Marlowe Fire &Security Group do not offer Right to Work Sponsorship.If you do not currently have the Right to Work in the UK, or will need additional support to extend your current Right to Work status, your application cannot be considered.How we Attract, Reward & RetainOur Employees At Marlowe Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economical climate, but we offer packages, benefitsand incentives to support the broader needs of our people making their everyday lives and futures more comfortable. Competitive Basic Salary up to £24,000 subject to experience. Royal London Pension Life Assurance x 4 Free Secure onsite Parking Free Onsitegym Paid Refer A Friend Scheme Mental Health & Well-being Scheme Employee Recognition Scheme Birthday Holiday Additional Day holiday for each full year of completed service (up to 25 days) Development and progression opportunities About Marlowe Fire & SecurityFrom initial design, supply and installation, through to ongoing maintenance and monitoring, Marlowe Fire & Security maintain the capability to help prevent, detect and monitor your Fire and Security risks. We maintain the highest accreditations availableto our industry including NSI NACOSS Gold, NSI Fire Gold, BAFE and NSI ARC Gold.About Marlowe Fire & Security Group Marlowe Fire & Security Group is the fire life safety and security specialist division of Marlowe plc. Together, we are the UKs fastest growingand most innovative consortium of fire life safety and security service providers. Operating 24/7, across the whole of the UK, we work with clients of all sizes to provide end-to-end fire and security solutions across all sectors to ensure your safety, securityand compliance. Our Business Include: Marlowe Fire & Security Group, Marlowe Fire & Security, Alarm Communications Limited (ACL), Griffin Fire, Hadrian Technology Limited (HTL), Marlowe Kitchen Fire Suppression, Fire Alarm Fabrication Services (FAFS), MJ Fire,MRFS, Island Fire, Morgan Fire, Marlowe Fire & Security (BBC)Equal Opportunities At Marlowe Fire & Security Group we strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believethat adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.

Keyskills :
SupervisorTeam Leadercustomer serviceadministrationleadership skills