Team Supervisor

3 weeks ago

Gateshead, United Kingdom Opia Full time

**About Opia**

Opia has been operating for 12 years and are industry experts in consumer promotions, rewards and loyalty, working with FTSE 100, blue chip and SMEs in the UK and Internationally. Opia was acquired in December 2015 by Village Roadshow Limited an Australian entertainment and media giant.

We are trusted by world-leading brands to deliver customised retail sales promotions on a global scale. Operating in highly competitive markets, our bespoke sales promotions champion the values of our clients and capture the imaginations of their customers. Throughout our retail sales promotions, we seek to remove the purchase barrier, by offering highly attractive incentives to customers that boost engagement and achieve commercial objectives.

Throughout our extensive experience of partnering with global brands to deliver smart solutions for their sales promotions, we have handled over 2 million claims across 41 countries and in 22 languages. Our creative, market-disruptive, digital promotions sites have been viewed by over 10 million visitors, motivating high levels of customer action and increasing product sales.

We are looking to recruit a Team Supervisor. The role will be home based, reporting to our Gateshead site.
- Passionate about delivering the highest level of customer service for our customers
- Must be fluent in Italian, written and spoken.
- Previous experience of working within a customer service environment (essential)
- Experience in handling complaints
- Ability to empathise with the customers and understand their circumstances
- Excellent communication skills and the ability to deal with all people in a professional manner
- Excellent written and verbal skills, with the ability to deliver difficult messages
- Ability to work individually and within a team environment
- Ability to organise and prioritise, set priorities and multi-task
- Microsoft Office skills are essential (Excel, PowerPoint, Word)
- Good numeracy and literacy skills (essential)

Key Responsibilities:

- Act as a point of escalation for frontline advisors, helping to resolve more complex queries and escalations.
- Investigate and resolve customer queries via all channels. Ensure all customer complaints are dealt with in a professional manner and within agreed SLAs.
- Effectively coach and develop agents to achieve performance targets on an ongoing basis.
- Support the Team Manger in conducting team meetings to ensure clear communication of relevant information. Schedule and organise team activities as required.
- Support the wider CS management team in preparing frontline agents for new campaigns.
- Support Team Managers to communicate performance expectations to team members and provides timely updates on performance.
- Work with the Team Manager to ensure the service delivered to our customers meets required KPIs and service levels.
- Work with the Team Manager to ensure shifts run smoothly.
- Monitor work queues and SLAs where required. Assign daily work in line with daily planning sessions.
- Responsible for delivering training to frontline customer service agents including induction training.

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

**Benefits**:

- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: Hybrid remote in Gateshead

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