Customer Service Supervisor

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 in conjunction with the Customer Service Manager
Major Accountabilities of Role
*Effectively balance and optimise in-shift resource to meet customer demand so that every customer receives extraordinary customer service
*Consistently review and manage team performance including real-time adherence and people management e.g. productivity, attendance, and intra-day contact volumes
*Consistently review and manage colleague performance, through quality assurance and monthly reviews, identifying areas for recognition and improvement
*Effectively manage and coach under-performance (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
*Run an effective recruitment process to ensure the hiring of candidates that share Lakeland’s value of extraordinary customer service. Set them up for success through delivery of the onboarding process
*Support the design and delivery of effective training and coaching to all colleagues across activities to enable improved performance, customer satisfaction, and employee well-being
*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 day-to-day 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 service-centred 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 end-to-end 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 pro-actively driving effectiveness and efficiency

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