Band 4 Customer Helpline Supervisor

Honeycomb is delighted to be partnering with a respected public sector organisation to recruit a Customer Helpline Supervisor.

The Role:

As a Customer Helpline Supervisor, you will oversee the day-to-day operations of a busy customer service team, ensuring a high-quality, efficient and responsive service is delivered to customers across the Health and Social Care sector.

You will play a key role in supervising and supporting a team of customer service administrators, managing customer enquiries and ensuring orders and requests are processed accurately and within agreed deadlines. Working closely with internal departments, suppliers and external stakeholders, you will help maintain effective service delivery and identify opportunities for continuous improvement.

Key responsibilities will include:

• Supervising and supporting a team of customer service staff, providing guidance, training and performance management where required.
• Overseeing the daily handling of customer enquiries, ensuring queries are dealt with professionally and efficiently.
• Monitoring and managing customer orders, stock requests and emergency requisitions, ensuring deadlines and service level agreements are achieved.
• Investigating and resolving customer complaints and after-sales queries, escalating issues where necessary.
• Maintaining accurate customer records and updating relevant databases and internal systems.
• Monitoring service performance, analysing information and preparing management reports.
• Liaising with internal departments, warehouse teams, suppliers and external customers to resolve operational issues.
• Identifying opportunities to improve processes, procedures and overall customer service delivery.
• Supporting the Customer Helpline Manager with the effective day-to-day running of the department and deputising when required.

The Person:

The successful candidate will be an experienced administrator with previous supervisory or team leadership experience and a strong background in customer service or administrative operations.

You will have excellent organisational and communication skills, with the ability to manage a busy and varied workload, support a team and deal confidently with challenging situations. A proactive approach, strong attention to detail and the ability to work effectively under pressure are essential.

You will also be confident using Microsoft Office, particularly Word and Excel, and have the ability to analyse information, maintain accurate records and contribute to improving service delivery.

Package and Benefits:

• Working Hours: 37.5 hours per week.
• Salary: £14.06 per hour (Band 4).
• Location: Belfast
• Working Pattern: Monday - Friday, 9am- 5pm
• Contract Length: Temporary for 3 months

Essential Criteria:

Either:

GCSE Maths and English (Grades A-C) or equivalent qualifications AND 2 A Levels or equivalent qualifications, or a higher qualification, AND 18 months' relevant experience* within the past 5 years

OR:

A degree AND 6 months relevant experience* within the past 5 years.

OR:

A minimum of 3 years' relevant experience*, two of which must be within the past 5 years.

• Previous supervisory or team leadership experience.
• Strong communication and interpersonal skills, with the ability to influence, negotiate and build effective working relationships.
• Ability to support, motivate and develop individuals and teams.
• Good IT skills, including Microsoft Word and Excel.
• Ability to manage competing priorities and work effectively under pressure in a fast-paced environment.

*Relevant experience should be:

Administrative or customer service experience within a procurement and logistics environment with an emphasis on customer service delivery within a demanding and time constrained setting.

To apply in confidence, please submit your CV via the link provided or contact Niamh Crummey for more information.

Please note: Successful candidates may need to complete a Basic or Enhanced Access NI check (fee of £18+). A previous conviction will not automatically prevent appointment; all disclosures are managed confidentially.

If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all.

Please note that we are currently receiving an exceptionally high volume of applications and will be unable to shortlist candidates who do not meet the specific requirements for this role. Due to this volume, we may be unable to provide individual feedback. We thank you in advance for your understanding.

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