Customer Service Supervisor

2 weeks ago

Luton, United Kingdom Hallgarten Wines Limited Full time

**Job Summary**:
You will lead by example and ensure colleagues take a ‘customer first’ approach to their jobs. Supervise and lead a team of advisors who specialise in order processing to provide a high level of customer service and order accuracy to our customers and sales team. Ensuring the right wine has arrived with the right customer at the right time and at the right price. You will motivate the team to drive performance and ensure all activities are completed on time and in a professional manner.

**Duties**

Driving the performance of your team to achieve company and team objectives

Continuously reviewing our internal processes to ensure they are fit for purpose.

Liaise with LCB, Account Managers and Customer Service team to provide an effective and timely resolution to customer queries and complaints.

Analyse and review performance information to identify trends and training needs.

Provide operational management to ensure the team is run efficiently and effectively and that procedures are followed by the Customer Service team.

Work in conjunction with the Customer Service trainer to ensure relevant training material is created and kept up to date.

Act as an escalation point for staff and customer queries

Monitor and improve personal and team performance through 1-2-1’s, coaching and on the job training.

Conduct appraisals and any formal meetings

Approving and managing team holiday to ensure adequate cover

Produce ad-hoc reports as required

Work alongside the sales teams to assist with the smooth onboarding of new customers and groups.

**Skills**:

- Customer focused
- Tenacious & conscientious
- Strong written and verbal communication skills
- IT Literate - working knowledge of Microsoft Office packages and Excel and ability to learn new systems
- High level of accuracy and attention to detail
- Able to manage their own workload, prioritise appropriately and delegate successfully
- Able to influence others and negotiate a solution
- Upholds Company Values
- Process driven and inquisitive in understanding why, what and how
- Willing to challenge the status quo
- Calm under pressure
- Coaching skills
- Ability to manage multiple projects at one time and deliver results within time frame.

**Experience**
- Previous experience of working in a busy customer service environment is essential
- WSET Level 2 or above desirable
- Experience of managing a small team, including performing regular reviews

**What is on Offer**
- Competitive Salary
- Professional development
- Bonus Structure and Company Profit Share Scheme
- Pension scheme
- 25 Days Annual Leave per annum with the ability to purchase up to 5 days

**Additional Information**

This role is based in our Head Office in Capability Green, Luton working in a hybrid way after probation.

The ethos and culture of Hallgarten lies at the heart of everything we do, our 5 values of Partnership, Positivity, Passion, Pride and progression mean you will find a collaborative, supportive and friendly team that gives you a platform to succeed and grow.

**Job Types**: Full-time, Permanent

Pay: From £28,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Profit sharing

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Education**:

- GCSE or equivalent (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Luton

Application deadline: 30/06/2024

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