Supervisor, Customer Service

6 months ago


Leeds, United Kingdom Link Group Full time

**Overview**
The **Customer Service Supervisor **will be responsible for leading a team of Customer Service Agents, ensuring they provide high-quality service to all our clients and callers.
You’ll need to demonstrate your excellent customer service skills, in addition to a positive and flexible attitude.
Team management experience is preferred, but not essential as this may be a chance for you to step up from agent to supervisor. You will however, need previous experience of working in a call centre, with the ability to handle a fast-paced environment whilst juggling multiple tasks.
The role is 37.5 hours per week, Monday to Friday and is based from our city centre office in Leeds.

**What you’ll be doing**:

- Leading a team of Customer Service Agents who respond to inbound contact from customers and their representatives, ensuring all service levels are achieved
- Creating you team’s weekly resource plan
- Conducting 1-2-1’s, Performance reviews and performance and absence management meetings for your direct reports
- Communicating key information and business initiatives to the team by holding huddles and team meetings
- Identifying coaching needs and supporting the wider team with on-the-job training, observing productivity and quality, ensuring all colleagues and teams are achieving their KPI goals
- Managing and escalating if required, any queries, complaints, risks and issues promptly and through to resolution, whilst ensuring management and quality controls are completed as required
- Establishing expert knowledge and awareness of our products and procedures and ensure this knowledge is kept relevant by completing mandatory training / regular reading within the prescribed timeframe
- Identifying opportunities and suggesting ways to drive process improvements that positively impact the customer’s experience and work with peers to implement those changes
- Supporting and assisting other teams and projects during busy times, annual leave and absences

**What we’re looking for**:

- Exceptional written and verbal communication skills
- A passion for customer service, and the drive and desire for solving queries and supporting your team
- Experience within Customer Service Contact Centre environment is imperative and if you have supervisory experience, that’s even better
- Demonstrable experience of working and delivering daily, weekly and monthly targets as part of a team
- Exceptional problem-solving skills with great attention to detail
- Great working knowledge of Microsoft Office, especially Outlook and word with the ability to use multiple systems at one time

**About Link Group / Corporate Markets**:
Link Group works in partnership internationally with almost 7,000 clients including asset managers and investors, business managers, asset owners, trustees, issuers and borrowers. We provide the infrastructure through which assets are secured or deployed in both regulated and unregulated markets.

We offer industry-leading shareholder services through Link Market Services to a wide range of corporates, issuers and business managers. We are the largest UK share registrar providing services to more than 1,300 companies large and small across the UK.
We administer share plans for over 200 clients and have worked on more than 50% of UK IPOs since 2005. Our unique place in the market, combined with our partnership and relationship management approach, enables us to play a vital role in connecting issuers with 5 million shareholders around the world.

**What’s in it for you?**
- A competitive basic salary, holidays, pension scheme, life assurance and plenty more
- Monthly 1 to 1’s and reviews
- Departmental welfare representative and Committee
- Team events
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health and wellbeing, travel and technology
- A chance to follow your chosen career path anywhere in Link Group. You’ll be joining a network of 7,000 experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

**What we hope you’ll do next**:
We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion and we’re committed to creating an inclusive environment for all employees.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in



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