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Customer Services Supervisor

3 months ago

County Durham, United Kingdom HAYS Full time
Are you an experienced Customer Services Supervisor?

Your new company A renowned parent company of our five distinguished brands, each dedicated to its own range of premium products for home, office, and commercial properties.

Your new role
Promote and align yourself with the company standards.
Lead from the front, actively improve the culture, have a positive effect on the team and the working environment.
Identify process improvements to optimise customer experience, with focus on continuous improvement activities across the team, functions, processes, and support activities.
Day-to-day support of the CSM and CS team.
Monitor and report CS KPIs. Ensuring the team meets response times around phone answering and ticket resolution.
Lead customer dispute resolution. (Compensations approval, PayPal disputes, Klarna disputes, Chargeback investigations).
Lead reputation management, with review management, escalation of complaints, and compensation resolution.
In CSM absence, be responsible for line queries from the CS team, meeting attendance and liaise with other departments.
Lead and train members of the CS team
Liaise with warehouse, purchasing, logistics and other teams to align on fulfilment and stock.

What you'll need to succeed Previous experience is essential

What you'll get in return The opportunity to work for a fantastic organisation, supervising a great team of people

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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