Customer Service Supervisor

5 months ago

Swansea, United Kingdom TOAST Full time

**Hours**:
Monday 5pm until 9pm

Thursday 5pm until 9pm

Friday 5pm until 9pm

Every other weekend of
- Saturday 10am until 6pm

Sunday 10am until 4pm

Born in a Welsh barn in 1997, TOAST has grown from loungewear and nightwear to become a unique lifestyle brand, creating and curating simple, functional, beautiful clothing, home ware and editorial.

TOAST is renowned for its thoughtful, contemporary design and commitment to traditional têxtiles and craftsmanship.

TOAST has studios in both London and Swansea and is one of the very few UK clothing brands with its own full pattern room.

The emphasis within the TOAST workplace is:
Thoughtfulness - in all we do and all we say, in our actions and our interactions

Simplicity - in our aesthetics, communications, processes and solutions

Creativity - and the encouragement of fresh thinking and the free exchange of ideas

Collaboration - both among ourselves and with other inspiring individuals, organisations

and traditional craftsmen

As part of the TOAST team, you are a catalyst for the brand’s successes. To realize our ambitions, we need you to share our interests and values, have an enthusiasm for TOAST itself as well as a deep knowledge and love of your own specialist area.

In return for your dedication, TOAST will offer a supportive and friendly working environment with flexible working hours and generous staff discounts. You will receive a comprehensive induction, including product and brand training, that helps to plant a deep understanding of TOAST that can be carried confidently through your work and into the outside world.

**Overview**

As supervisor, you will have full responsibility for the day-to-day performance of all aspects of customer service operations. The supervisor is the first line of reporting for the Contact Centre team, their focus is to ensure the team provides excellent customer service at all times. They will lead by example by providing exemplary customers service also. The supervisor also is a primary point of contact for both staff and customers’.

You will also be required to meet company and operational objectives by leading and motivating your team to achieve their goals. You will also be an ambassador for the brand’s culture and behaviors and will be expected to develop your team to the same high standards.

**Duties and Responsibilities**
- Manage and take reasonability of the customer service department.
- Produce the highest level of work and ensure constant productivity. Contribute to team work and liaise effectively with team members & other departments.
- Develop and implement TOAST customer service strategy, policies and procedures
- Deliver TOAST’s Customer Service expectation both personally and through the development of your team
- Create opportunities for succession through coaching and development.
- Actively seek self-development and training of own skills set to continually improve performance
- Review customer complaints, track customer complaint resolution and handle complex and escalated customer service issues personally
- Where relevant deliver TOAST’s brand visual expectations using all information available
- Deliver an excellent office environment that supports the needs of the team, facilitates optimal results and generates brand awareness and loyalty
- Ensure a safe and healthy working environment for all of the team with a focus on risk assessment and ensuring a high level of housekeeping
- Liaise and feedback to all head of departments to facilitate excellent department performance
- Be a brand ambassador, representing TOAST both visually and behaviorally at all times and ensuring the same behavior within your team
- Need to have a knowledge on the Distance Selling Regulations Legislation and Consumer Law 2105, as well as trading standards.
- Understand & adhere to PCI regulations & Data Protection Act policy and regulations.

**Skills and experience required**
- 10 years plus customer service experience
- In-depth knowledge of customer service principles and practices
- In-depth knowledge of customer service software and databases
- Extensive product knowledge with current, historic and new ranges
- Excellent communication, planning and organizational skills
- Problem analysis and problem-solving skills
- Excellent decision-making skills
- Ability to take initiative
- Ability to work under pressure and to deadlines

**Personal Qualities**

HONEST COMMUNICATION: straight talking, demonstrate humility and respect, challenge constructively, create transparency, acknowledge & resolve mistakes, maintain commitments and, to be accountable

INTEGRITY: To be honest, with strong moral and ethical principles and values.

DRIVE: show relentless determination to drive delivery & excel

POSITIVE MINDSET: achieve results with a positive energy and can-do attitude, overcome challenges and Influence others positively

PRIORITISE QUALITY: less is more, an obsessive attention to the detail

SUPPORT: chall

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