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Customer Service Supervisor

4 months ago

New Milton, United Kingdom Talentsure Recruitment Full time

**Customer Services - Shift Supervisor**

**Hours: 37.5 per week, Monday - Friday 9.00am - 5:30pm**

**Salary: £27,300 per annum**

**Location: Hybrid - New Milton Office - a commutable distance to the office**

**Contract: Full Time, Permanent**

Our client, based in New Milton, is looking for a Shift Supervisor to lead, develop and motivate Support Services Operators inbound and outbound to perform to the very best of their ability.

**Main Responsibilities**
- Provide Support to operators when they are dealing with call handling (such as escalated calls, difficult calls)
- Review resource regularly to ensure that each shift is set up to succeed and escalate any concerns to Customer Service Team Manager
- To manage the Support Services and outbound team in times of high call volumes and low call volumes and taking ownership for service management
- To ensure that the quality of customer care is firmly at the heart of how you operate.
- Consistent review of User State to ensure all operators are being utilised effectively and managing any negative behaviours observe both remotely and within the office environment
- Ensure homeworkers are provided with the same level of support as those in the office
- Take incoming absence calls from direct reports ensuring the details are logged on Cezanne and RTW’s are completed
- To provide and demonstrate excellent customer service to both internal and external stakeholders.
- To demonstrate positivity in the Customer Services Team ensuring employee engagement is at the heart of the department.
- Promote ‘Mentor Me’ programme and succession planning.
- Assists Customer Services Team Leader with hiring processes and new team member training.

**In order to be successful in the role of Shift Supervisor, you need to possess the following**:

- Demonstrable experience of working with the public face to face and/or on the telephone.
- Has managed and lead teams of 12 operators in call centre environment.
- Ability to contribute ideas, suggestions and feedback to improve the service and to identify and implement service improvement projects.
- Experience of coaching, mentoring and developing new and less experienced employees.
- Experience of monitoring performance and developing and implementing service improvement projects.
- Can analyse large amounts of data to demonstrate results - Aware of health and safety responsibilities for team
- 5 GCSEs or equivalent (To include Maths & English at ‘C’ or above)
- IT literate using a wide range of different computer systems including Word, Excel and Outlook.
- Ability to problem solve.
- Values and supports others.
- Understands CRM database.
- Understands call handling platforms.

**In return for your hard work and commitment, our client offers fantastic benefits, including**:

- 25 days annual leave
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme
- Family and friends’ discounts on our services and products
- Pension Scheme
- Life assurance 2x annual salary
- Private Medical Insurance - Personal Cover

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

**Salary**: £27,300.00 per year

**Benefits**:

- Additional leave
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: In person

Reference ID: 401/20