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Customer Service Supervisor

4 months ago

Aylesbury, United Kingdom ORANKA FRUIT JUICES LTD Full time

**The Business**:
Oranka Juice Solutions provides a range of juice concepts and solutions to the catering and hospitality industry. Core to its continued success is the quality of products and it’s commitment to providing a high quality, customer focused service.

**The Job**:
Leading a small team of Customer Service Administrators to manage the day to day activities, performance, workload and quality management of the team.

**Main Responsibilities & Duties**:

- Lead a small team of Customer Service Administrators to ensure daily tasks such as order processing, call answering, mailbox enquiries are dealt with in a professional and timely manner.
- To work closely with the Customer Service Administrators to ensure all new orders are inputted accurately and within agreed SLA’s.
- To work closely with the Customer Service Advisors to build lasting and trusted relationships with customers.
- Setting and communicating daily tasks to team
- Managing and reporting KPI’s & Daily Stats to Line Manager
- Supporting the Line Manager to lead the team to greater levels of performance
- Responding to escalated customer complaints
- Supporting Line Manager with regular one to one review’s for the team
- Completing training for new starters within the department
- Identifying opportunities to improve the customer experience
- Provide cover and carry out Customer Service related tasks in team members absence
- Carry out additional duties requested by a member of the management team, as the requirements of the business demand.

**Qualifications & Experience**:
This is a Supervisory level position. The role holder will have experience in managing line reports with the flexibility and adaptability to work well under pressure. They must have excellent communication skills written and orally with strong problem-solving ability. Good IT Skills are also a must (outlook, excel, word) but full training will be given on our bespoke order system.

We would also love to see:

- A friendly personality that translates well in a great telephone manner
- A real people person who has the ability to quickly build rapport with customers and team members
- Effective listening and questioning skills
- Experience in leading an motivating a team to achieve results
- Effective problem solver and decision maker
- Good time management and organisational skills
- Clearly understood with a good standard of written and spoken English

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

**Salary**: £26,000.00-£28,500.00 per year

**Benefits**:

- Casual dress
- Company pension
- Discounted or free food
- Free parking
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Aylesbury: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 3 years (preferred)

Work Location: One location