Description:
SSE plc is looking for Customer Service Shift Manager.
You will be responsible for;
- The day to day running of the contact centre across multiple departments so you need to be able to build close working relationships with depots, senior management and key stakeholders.
- This is a fast paced environment and you need to be able to think on your feet for any eventuality. Safety is at the forefront of what we do so you will need to actively promote the day to day safety environment and culture.
- The CSM will also manage a team of either Customer Service Call Advisors or Fault Dispatchers so you will need to provide regular feedback, give support and carry out regular coaching including call monitoring.
- Having experience in managing teams and a good understanding of HR procedures including absence and the disciplinary process preferably in a contact centre environment is essential.
What do I need?
To be considered for this role, we would love you to have:
- We are looking for an experienced CSM who has ideally already worked within a fast paced contact centre environment. A basic understanding of the distribution network would be advantageous.
- You will be required to communicate with a variety of different mediums including Power-Point Word, Teams and email, therefore excellent verbal and written communication skills are essential. You should be organised and self-motivated, with strong time management skills.
- This is a busy role therefore it is important that you can prioritise and coordinate tasks to meet the company and customer needs.
- You should be able to demonstrate the ability to work independently and within a team. You must have good computer skills and have the ability to multitask.
- This is a shift based role so flexibility is key as you will be required to change shifts with less than 24 hours' notice, please be aware that this role does require you to be on standby 1/5 weeks as a minimum and a shift allowance will be provided.