The Sureserve Group of businesses provide market leading compliance and energy services across the UK, with over 3,200 employees working from over 20 offices.

Sure Maintenance, part of The Sureserve Group are a market leading heating and hot water specialist with over 40 years of successful delivery and a growing client base.

We are recruiting for a diligent, professional Business Support Lead to join our busy team in Liverpool, overseeing the administration team for one of our Regions.  This is fixed term role for 12 months for Maternity Cover.

• Lead and support the management of the regional help desk administration team.
• Be accountable for ensuring performance measures are consistently achieved / exceeded within your region.
• Engage with key client and management stakeholders on a regular basis.

• Manage and develop the administration team to ensure peak efficiency and high-quality customer service.
• Implement and refine administrative systems, policies, and procedures.
• Handle sensitive and complex issues with discretion and confidentiality.
  
• Collaborate with various departments to ensure seamless business operations.
• Maintain our reputation for producing top level customer service working with fellow managers to facilitate the achievement of the client’s objectives
• Ensure your team is working efficiently and providing sufficient cover during working hours.
• Embedding a pro-active and positive culture within your team. Making sure they stay focused and driven throughout the course of the day.
• To aim for 100% compliancy.
• To report to and work closely with the Head of Region & Regional Managers on all operational and non-operational matters.
• Facilitate effective communication between all levels of the business personnel to assure strong inter-company working relationships.
• Collate and provide reports for senior managers and clients
• Handle all escalated calls where a manager has been requested.
• Manage all day-to-day issues within the administration team, escalating to Head of Region where necessary.
• People management of team including performance and absence management, providing support and training.
• Assist where required with financial invoicing and collation of chargeable works. Ensuring all works closed accordingly on relevant system.

• Understanding of the Gas Industry and how the business operates (desirable).
• High level of personal and professional integrity that stands out in challenging and difficult situations.
• Strong leadership and motivational skills, proven ability to act as a confident leader within a rapidly changing environment.
• Ability to work under pressure and manage stressful situations calmly.
  
• Problem-solving and decision-making skills.
• Adaptability and flexibility to deal with fast-changing situations and environments.
• Attention to detail and ability to multi-task.
• Proven experience in a Supervisor/Team Leader role, or a similar management role in a contact centre or administration team.
• Exceptional interpersonal and customer service support
• Excellent knowledge of management methods and techniques.
• Proficiency in English.
• Proficient in IT systems including MS Office and administrative software
• Excellent problem-solving skills
• Customer service oriented
• Friendly and professional attitude
• Resilient in face of challenges

What We Offer:

• Employee wellbeing programme, occupational health support, telephone support- counselling for staff
• Service level awarded annual leave
• Enhanced Maternity & Paternity Packages
• Cycle to Work Scheme
• Electric Vehicle Leasing Scheme
• Gender & Equality Working Group
• Sureserve Academy- a platform for development, career progression
• Employee Voice Programme
• Social activities for all of our teams
• Sureserve Legends- celebrating the fantastic ways in which our employees live our values.

We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential.

Apply today to join our team!