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Job Title: Switchboard Supervisor Job Ref: CO358 Location: Wapping, London Salary: c£26,000k plus bens Reports to: Customer Services Manager Additional information: Must be flexible to work Monday - Friday 9.30-6pm and may include some Bank Holidays and weekends
The following outlines the function, objectives, accountabilities and skills required for the position of Switchboard Supervisor.
Function: Responsible for the delivery of the highest standards from our frontline switchboard function to our customers (both internal and external).
Objectives: To supervise the day to day operation of the Switchboard and Facilities Helpline function by ensuring a prompt, efficient and polite response to all callers is carried out all by the Switchboard staff, and to ensure all emergencies are responded to in an appropriate manner by staff.
To ensure that all Facilities jobs are evaluated and correctly processed and passed on to the relevant contractors
SKILLS Required:
To prepare rotas to ensure full cover in the Switchboard and adequate cover for holiday period
To ensure that all telephonists answer in a professional and prompt manner
To ensure that all telephonist are trained to the required Company's standards for responding to calls.
To ensure all information held for the switchboard function is up to date
To ensure all telephonists are competent in dealing with emergency type calls
To be able to operate the telephone system to change or re- allocate extension numbers.
To ensure that all emergency, 24 hour call out staff home numbers are up to date
To appraise telephonists on an annual basis and set targets in line with Department objective
To attend and arrange relevant training courses
To ensure internal directories are updated
To ensure Health and Safety guidelines are implemented
To use Word and Excel in the regular production of reports to measure daily/weekly/monthly performance
against KPIs
EXPERIENCE Required:
Must have knowledge and experience of a computerised switchboard and must have a minimum of 2 years experience as either a switchboard Team Leader or Supervisor.
Profile of key accountabilities: Strict Swichboard KPIs and performance monitoring will be used to form the key measures associated with this role. Monthly written and statistical reports produced for senior Management will be an essential element of this role.
Package: We will offer c£26,000 with a six month probationary period . The position offered 9.30am – 6pm Monday to Friday and may including some Bank Holidays and weekends
This position is offered with four weeks paid holiday and BUPA phc and optional pension scheme.
Selection process: The following methods of selection are anticipated:
Submission of CV from candidate detailing all experience and current remuneration package
Semi-competency based interview with Switchboard Co-ordinator
Familiarisation session with one team member including walk around of pertinent departmental areas
The candidate will also be asked to complete customer service psychometric ability tests and an Occupational Personality Profile.
