Customer Service Supervisor
6 months ago
The Best Connection are looking for a Team Leader for the Customer Service department, for a busy client in Buckshaw Village, Chorley.
You will be responsible for managing team activity, ensuring there is coverage for clients and shifts. You will be the first point of contact for escalation regarding complicated customer service issues.
**Main Duties & Responsibilities**:
- Produce monthly A3.
- Monitor and investigate all CRM complaint data weekly to support CI projects for clients and internal processes.
- Monitor and support STL with team absence and sickness
- Ability to collate and present client data.
- Carry out 1-2-1 and updating of training matrix
- First point of customer escalation and empowered to resolve.
- All duties undertaken by Customer Service Advisor if required to enable understanding.
- Make commercial decisions regarding couriers, discretionary credits (within agreed guidelines) etc.
- To monitor and adjust rota of front-line Customer Service Advisors to deal with required departmental cover
- Run reports, produce data and graphs as required. To monitor and address order pipeline / returns pipeline issues
- Prepare and issue bulletins to agreed client formats
- To act as departmental trainer for newly appointed staff undertaking permanent and temporary customer service Advisor role
- Manage key direct dealing customer’s accounts in terms of ensuring orders are placed and managed to meet customer requirements.
**Shifts**:
- Monday to Friday
- Fully office-based (no remote working)
- Hours on a rota 08.00-16.30, 09.00-17.30, 09.30-18.00
- 37 hours weekly
**Preferred Knowledge, Skills, Qualifications & Experience**:
- English & Maths (GCSE A-C or equivalent)
- Understanding of basic business processes, policies and procedures
- x2 years of Customer Service experience
- Leadership
- Team Player
- Knowledge of MS packages
- Report Generating
There are excellent career progressions within this company, which offers many opportunities within a professional environment where you can acquire, use and continue developing your existing skills.
**There are more benefits this placement offers, such as**:
- Employee Assistance Programme supporting wellness with immediate access to GP consultations and second opinions, mental health support, financial and Legal support & well-being and healthy living support
- Employee referral scheme with financial award
- Professional Membership and Study Sponsorship
- Pass scheme (£100 to undertake training of your choice)
**Benefits & Requirements**:
- Hourly rate as above (not age dependent)
- 28 days Paid Annual Leave pro-rata for PAYE (inclusive of statutory holiday)
- Apprenticehsip/Qualification gaining opportunites
- Canteen
- Flexible working hours
- Ongoing Assignment
- Possible permanent position following a successful trial period
- Training Provided
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