CSU Supervisor

Our client a large public sector organisation requires a Customer Services Unit Supervisor based in Ballymena

Role: CSU Supervisor

Rate of Pay: £16.90ph

Location: Ballymena

Hours: 37.5 hours Variable - Monday-Sunday

Duration: Until May 2026

Closing Date: 13^th February 2026

Main duties/Responsibilities:

The CSU supervisor will be responsible for the day to day supervision and support of staff within front line operational teams within the CSU, and providing support for the CSU management team, including provision of information and statistics, and involvement in policy development and training where required

• The CSU Supervisor will support the CSU Team Leader and the CSU Manager in the day-to-day running of one of the Customer Services Units.

• The CSU Supervisor will be responsible for the supervision of a front-line operational team and the provision of support across a unit, including policy development and training.

Delivery of quality Repairs service for customers

• To provide information and statistics to facilitate the management of the CSU including completion of daily, weekly, monthly and quarterly reports.
• To investigate and reply to formal and informal complaints.
• Compile statistical information to inform discussions at Contractor performance meetings and the monthly Contractor Performance Notice.
• To monitor call volumes in real time, track trends and anticipate peaks in demand e.g. in response to Severe Weather Warnings ensuring that adequate staff and resources are in place.

Supervision of a front-line operational team

• To take responsibility for the day-to-day supervision and support of staff within the CSU including chairing the Weekly Debrief session with staff.
• To ensure quality standards, procedures and adequate resources are in place to deliver an excellent customer service and meet the organisational Key Performance Indicators.
• To take day-to-day responsibility for monitoring attendance and timekeeping within the team in line with the Attendance Management and Flexitime policies including the authorisation of Agency Timesheets.
• To promote the Health and Wellbeing of the team, in line with HR policies and health and safety guidance.
• To assist the management team by ensuring completion and recording of annual Performance Management Discussions for staff within the team.
• To monitor performance of CSU Advisors to improve process and quality.
• To identify training needs within the team and liaise with Learning and Development and functional training to ensure these needs are met.

Policy development and training

• To contribute to the development and review of strategies/policies and guidance relating to CSU activities.
• To provide day to day operational support and advice to the team on a range of policies and procedures.
• To design and deliver training in relation to CSU to support operational staff to fulfil their roles and responsibilities.
• To ensure appropriate governance arrangements are in place within the team to ensure a quality service is maintained.
• Authorise payments as required within delegated levels of authority.
• To support the management team by liaising with the Facilities management team regarding health and safety and any other requirements for the office.

Essential Criteria:

Applicants must provide evidence by the closing date for application that they meet the following essential criteria:

• Possess a BTEC National Cert/Diploma or equivalent level qualification (Level 3).
• Can demonstrate at least three years' relevant experience working within Customer Services.
• Can demonstrate relevant experience in the following areas:

• Supervision of a team providing customer services.
• Running reports, data analysis and interpretation.
• Interpreting policies and procedures.

• Experience in the use of Microsoft office and computerised systems.

Can demonstrate (To be assessed at interview)

• Strong leadership skills
• Excellent planning and organisational skills
• Ability to work accurately under pressure of multiple deadlines
• Strong interpersonal and influencing skills

Candidates will be assessed against the relevant Leader section of the Housing Executive's Behavioural Framework.

• Possess a current driving licence or have access to a form of transport that enables them to meet the requirements of the post in full

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will be in contact to confirm if you have been shortlisted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.