Customer Service Supervisor

1 week ago

Windermere, United Kingdom Lakeland Full time

Overall Purpose of the Role:

To effectively develop and manage a team to drive first time resolution and deliver extraordinary customer service

Scope of the Role:

To manage a dynamic team within the front-line customer service operation (based in Windermere and remotely) in conjunction with the Customer Service Manager

Major Accountabilities of Role:

  • Effectively balance and optimise inshift resource to meet customer demand so that every customer receives extraordinary customer service
  • Consistently review and manage team performance including realtime adherence and people management e.g. productivity, attendance, and intraday contact volumes
  • Consistently review and manage colleague performance, through quality assurance and monthly reviews, identifying areas for recognition and improvement
  • Effectively manage and coach underperformance (team and individual) by focusing on enhancing strengths and overcoming opportunities
  • Train and coach colleagues to reduce and resolve customer escalations by building their skills and confidence in managing difficult conversations
  • Support the design and delivery of effective training and coaching to all colleagues across activities to enable improved performance, customer satisfaction, and employee wellbeing
  • Collaborate with peers and Customer Service leadership to proactively identify opportunities for performance improvement (spotting trends, carrying out root cause analysis, and driving initiatives through to completion)
  • Manage the daytoday liaison with external agencies supporting customer services to attract talent and minimise colleague attrition

Experience & Capability Requirements:

Knowledge/experience:

  • Experience in managing a high performing team in a customer service environment is critical
  • Effective leadership and management skills, shown in prior management of a dynamic team, which demonstrate performance improvement
  • A drive for performance improvement and a proven ability to be positively demanding of others

Capability:

  • Authentic servicecentred mindset; with the capability to inspire others to deliver extraordinary service
  • Can employ excellent communication skills maintain open and honest levels of engagement across the business
  • Able to envision the endtoend process and make connections across the organisation
  • Can effectively identify and solve problems to deliver excellent customer service and resolve issues efficiently and in a timely manner
  • Is committed to continuous improvement and can focus on outcomes over activity by proactively driving effectiveness and efficiency

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