Switchboard Operator Milano

Switchboard Operator
Milano
Lombardia, Milano

The opportunity

Project: One of the UK's best-known providers of fire safety and security solutions for businesses and organisations nationwide.

To effectively supervise the client switchboard operator team to ensure that an exemplary level of service is provided to the client and internal customers.

To ensure that resources are managed through promoting an ethos of teamwork and mutual support to ensure that peaks and troughs in workflow are effectively managed; and to supervise and control the activities of the Switchboard operator team to maximise their contribution to the achievement of overall business objectives and ensure compliance to appropriate guidelines.

Your responsibilities will include:

- Supervising the reception/security, switchboard and meeting room booking services, ensuring that effective resource planning takes place to ensure continuity of service delivery taking appropriate and approved actions to rectify any difficulties.

- Assisting in the training and hiring of new members of staff and to offer coaching and guidance in completing day to day tasks.

- Ensuring that staff within the front of house area are supported to develop to their full potential through ongoing review of performance and the annual appraisal process.

- Monitoring complaints or issues and ensure that they are reported and logged in accordance with current procedures.

- Assisting in the implementation of recommendations from process improvement reviews and audits.

- Meeting and greeting client staff and visitors as set out in the SLA.

Monitor this aspect of the role with the other front of house and guest services staff; the procedure should be consistent throughout the team.

- Ensuring the reception area is kept neat and tidy, by yourself and the other front of house team members.

- Working as an integral part of the overall Mace Operate managed service and work closely with directly employed and sub-contractor personnel to pro-actively highlight issues / complaints before they are escalated by the client staff.

- Acting as face of client for all visitors, to always follow a consistent approach and be pro-active in dealing with ad hoc client requests, which are outside the normal scope of service.

- Assisting in collating data for monthly reports and KPI figures.

About you

You will have strong organisation and multi-tasking skills.

You will have experience in stakeholder management and delivering exemplary customer service.

You are digitally savvy, can build lasting client relationships.

You will have a facilities management background and be hungry to grow your career and enjoy the opportunities Mace has to offer.