CSC Shift Manager

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

At M Group Highways, we’re supporting the safe transportation and movement of people across the UK.

We don’t just build roads and bridges- we’re building a better future, creating lasting social value that gives back to the communities in which we work.

You’ll be joining our Highways maintenance team, as the UK’s number one highway maintenance contractor, our teams use the latest innovations to create effective solutions. We offer a range of services including planned and reactive maintenance and highway improvement schemes.

A great opportunity has arisen for a client focused individual to work as a Shift Manager within the Central Service Control (CSC), located in our Solihull office.

The CSC has been operational since 2005 and initially delivered a full range of services for the Highways Sector. Within the last 2 years, the work of the CSC has increased across MGroup Highways and Projects many contracts. As an essential part of the business the CSC is relied upon to assist in all contingency plans and provide a continuous 24/7, 365 operations service to both an internal and external client base.

Working Pattern - This role is Office based one day per week (Monday 07:00 - 15:30). Shift work on rotation basis 07:00am - 15:30pm, 13:00am - 21:30pm, 15:00am - 23:30pm and 23:00 - 07:30pm. Shift enhancements are available between the hours of 19:00pm and 07:00am.

Want to come and be a part of it?

What will you be doing?

Reporting directly to the Central Service Control Manager, your role will bean integral part of the CSC, where your staff and colleagues are responsible for all customer interaction and recording details onto our bespoke computer system. The quality of service provided by the CSC is measured from service level agreements that are to be undertaken in accordance with documented policies and procedures and are developed in partnership with all our clients.

This is a varied and diverse role where you will be responsible for the day-to-day management of the overall operation.

You'll manage the performance and development of all Coordinators (including sickness/absence), motivating them as appropriate, conducting regular feedback sessions.

Managing and monitoring inbound and outbound call performance and initiating escalation processes where necessary.

You'll be responsible of rota and resources within the department on a 24/7 basis.

Helping with staff queries and dealing with complaints in a timely and professional manner.

Quality auditing of Coordinators and promoting Health and Safety risk assessments, environmental risk assessments and safe working guidance.

You'll compile reports in a time restrictive manner and complete general administrative duties from time to time.

First aid and Fire Marshall (training will be provided if required)

- Please note, flexible shift working is required as part of this role.

- Full training can take up to 6 months

What you’ll bring

- Demonstrable experience of customer service and performance delivery

- Previous experience of managing teams effectively, including coaching and mentoring staff and assisting with their training needs

- Experience of working within a Control/Contact Centre/Service Delivery environment preferable

- Strong organisational skills

- Computer literacy and familiarity with Microsoft Office products and/or other similar operating systems

- Experience of shift working preferable

- Be confident, professional and customer focussed

- Be committed to meeting the expectations of internal and external stakeholders and providing a first class service Be highly motivated and able to work with minimal guidance

- Experience in managing a team

- Excellent communication and interpersonal skills.

- Able to cultivate and maintain good working relationships…