To undertake supervision of Customer Services staff within Student Services, ensuring that enquiries are handled in a timely manner, in accordance with external and internal quality standards. To deliver in depth/specialist advice to students and other stakeholders. To initiate, deliver and supervise a variety of client contracts, communications, events and presentations
Skill level equivalent to achievement of HNC, A-Level, NVQ3 with proven work experience acquired in relevant roles and job-related training. Experience of working with customers/clients in an advisory/capacity or coaching role. Depth of knowledge of a specialist field. Experience of dealing with money and robust banking processes. Experience of working in a busy customer service environment. Experience of developing procedures to ensure targets were met. Ability to maintain clear and accurate records. Ability to initiate, plan and organise a range of one’s own and a team’s work efficiently and effectively, including working to deadlines under pressure. Ability to identify and solve problems by applying initiative to tackle situations in new ways and by developing improved work methods. Ability to use own initiative but recognise when to refer to a colleague or manager. Ability to work as part of a team whilst also being able to prioritise and manage own workload. Ability to positively influence teamwork and communicate ideas to the team. Ability to ensure staff are clear about changing work priorities and service expectations. Ability to elicit information to identify specific customer/client needs and to offer related proactive advice and guidance. Evidence of good networking skills including maintaining good partnership working with a range of colleagues. Ability to prepare and present written and/or verbal information clearly and concisely to students and staff, including the delivery of group presentations. Excellent communication skills. Ability to systematically and rigorously evaluate the impact of service provision. Competent in the use of Microsoft Office packages and customer relationship software. Ability to regularly evaluate professional performance and reflect constructively using evidence to improve performance and exceed expectation on set objectives
Client Services Supervisor Sports & Wellbeing Location: Highfield Campus Salary: £24,771 to £29,515 per annum ( 10% enhancement for unique working pattern) Full Time Permanent Closing Date: Monday 04 March 2019 Interview Date: To be confirmed Reference: 1107319EW Client Services Supervisor - Sport and Wellbeing Location: Sport and Wellbeing, Highfield, Wide Lane, Mayflower Gym and Watersports. Sport and Wellbeing are looking for someone to lead the customer experience team within the University’s sport offering. Based across the city of Southampton, our facilities are run by a highly motivated and dynamic team, who champion healthy living and staying active. Our regular users circa. 10,000, have a diverse range of sporting passions that we strive to facilitate. Our programme of courses & classes, club training, matches and facility access are driven by our fantastic staff team, and the successful candidate will be a key player administering access. The University operates a number of unique programmes, for example training people to sail yachts, to hosting national grass pitch events & training over 500 students in our Swim School. The Client Services Supervisor will be line managing customer facing teams who are based at a number of the sites. The breath of diversity that we offer will require the successful candidate to have a wide overview and understanding of what we do. Working alongside our operational sport team there will be opportunities to develop new administration processes and oversee our website and social media presence. With that in mind there will be a requirement for the delivery of staff training with the introduction of new programmes and changes in our booking system. The successful candidate will have excellent communication skills, be competent with a range of different IT packages (Microsoft Office packages & customer relationship software), understand the need for accuracy and punctuality and line management experience is desirable. You should have proven experience in handling a diverse range of situations in a customer focussed environment. We expect the successful candidate to be qualified to A level or equivalent and have relevant work experience. The role is for 35 hours a week, with an expectation to work at least 2 weekend days a month plus two evenings. As well as core benefits including maternity, paternity and adoption leave and sickness benefits, other benefits include access to arts and culture facilities, childcare vouchers, a range of staff discounts and flexible working policies. Application Procedure You should submit your completed online application form at https://jobs.soton.ac.uk . The application deadline will be midnight on the closing date stated above. If you need any assistance, please call Elsa Samwell (Recruitment Team) on 44 (0) 23 8059 2507. Please quote reference 1107319EW on all correspondence.
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