Customer Service Supervisor

6 months ago

Felixstowe, United Kingdom Port of Felixstowe Full time

Customer Service Supervisor

The Role

Hutchison Ports (UK) - Port of Felixstowe is the largest deep-water Port in the UK and to support our continued growth and development we are looking to recruit a Customer Service Supervisor to join our Container Division department, reporting to the Landside Manager. One of the key responsibilities of the role is to effectively and efficiently supervise the Customer Service and Customer Service Support teams, ensuring that the highest levels of customer service are always delivered.

The Customer Service Supervisor will required to understand, learn and fully be trained in the role to further support the team during peak periods. The role is required to routinely interact with internal and external customers at all levels, with specific responsibility as initial contact point for Haulage Customer queries, issues and complaints.

Key Requirements
- Deliver unambiguous and authentic safety leadership to your Team, based on the HPUK Leadership guide, ensuring that the moral, legal and financial case for safety, the vision to tackle issues and the department/shift safety plan is communicated, understood and embedded in the business.
- Set and maintain Customer Service standards by ensuring that all verbal and written Customer communications from self and team are aligned to standards expected of a high performing and professional Customer Service team.
- Demonstrate that you fully understand the HPUK Health & Safety strategy and plan, the local plan for your business area and provide evidence of safety improvements within your team supporting the agreed KPI’s.
- Regularly review all customer interactions (e.g. queries/complaints/issues/requests etc.) to surface improvement opportunities across people, process and systems; review outcomes with Line Management, proposing suitable corrective action accordingly.
- Regularly review “Best Practice” operations across all team activities and update as required; ensure practices are applied at all times.
- Manage the daily allocation of tasks across the CSC and CSS Teams; monitor performance against expectation and reallocate resource as required to meet peaks in demands.
- Ensure all local resource requirements are met on daily and weekly basis; work with Resource Office to ensure needs are reflected in the resource plan at all times; support the Resource Office to find solutions in exceptional circumstances.
- Build and sustain effective working relationships with Container Division Management. Supervisors and Controllers.
- Ensure forecast volumes and peaks in haulage demand are identified and shared with Operations Delivery Teams across each shift.

Who are we looking for?

Suitable applicants should meet the following criteria:
Essential:

- Ability to build collaborative and sustainable relationships with Customers, Operations Centre, management grade and hourly paid operatives.
- Customer Focused - puts the customer experience front of mind and inspires others to do the same.
- Strong interpersonal and communication skills, with an ability to provide clear direction to team and work collaboratively to support and influence across multiple operational areas.
- Ability to act calm and make decisions under pressure in a fast-paced environment.

Desirable:

- Minimum 2 years’ experience in a supervisory or management role within a customer service environment, with knowledge of report generation and delivery.

Hutchison Ports is committed to creating and developing an inclusive work environment with a diverse workforce. We will consider all qualified applicants and encourage discussion about flexible working opportunities. We offer a supportive, community environment and have recently been awarded Chartered status by Women In Maritime. We have our own Women’s Network, offer leadership, mentoring and role specific training.

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

**Salary**: Up to £46,913.00 per year

**Benefits**:

- Bereavement leave
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
- Private medical insurance
- Sick pay
- Store discount

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus

Work Location: In person

Reference ID: 9720

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