Customer Service Supervisor

3 weeks ago


Lancaster, United Kingdom Reed Business Support Full time

**My highly respected client based in the South Lakes, are currently recruiting for a Customer Service Supervisor to join their team on a full time and permanent basis.**

This role will work alongside the senior management team of this incredible award winning organisation and you will manage a well established Customer Service Team.

**Can you make a difference? Do you love to coach and develop a team?**

The role is predominately Monday to Friday 9-5.30pm however due to the nature of the client's business some late shift (until 8pm. Currently one late every 6 weeks) and the odd weekend day on an incredibly fair rota system will be required (Currently oneweekend day every 3 weeks however this may decrease over time as more Supervisors are appointed).

**You will work in the impressive UK's flagship Head Office where you will manage a dedicated team responsible for handling customer orders, queries and mail order enquiries. Our client is well known internationally for their exceptional service andwe are looking for someone to join the organisation who will embody the ethos and develop a high performing team around them.**

The overall purpose of the role is to effectively develop and manage a team to drive first time resolution and ensure extraordinary customer service is delivered as standard.
- Effectively balancing and optimising in-shift resource to meet customer demand
- Consistently review and manage team performance, including real-time adherence and people management
- Effectively manage and coach under-performance, by focusing on strengths and overcoming opportunities
- Consistently reviewing and managing colleague performance, through quality assurance and monthly reviews, identifying opportunities for improvement and recognition
- Train and coach the team to reduce and resolve customer escalations by building skills and confidence in managing difficult conversations
- Be involved in and run effective recruitment processes and ensure the successful onboarding of new employees
- Support the design and delivery of effective training and coaching, to enable improved performance, customer satisfaction and employee well-being
- Proactively identify opportunities for performance improvement - including root cause analysis, spotting trends and driving initiatives through to completion
- Have experience in managing a team in a customer service environment
- Have effective leadership and management skills
- Have experience in driving performance improvement
- Have a service centred mindset, with the ability to motivate and inspire others
- Have exceptional communication skills
- Be solutions focussed and have the ability to positively resolve any issues in a timely and efficient manner

What will you receive?
- 29 days annual leave including bank holidays, increasing up to a maximum of 36 days based on long service
- Free Parking in a beautiful Lake District location
- Company product discounts which is fantastic
- A supportive and knowledgeable senior leadership team



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