Customer Service Supervisor

5 months ago


Cheadle, United Kingdom Human Appeal Full time

Human Appeal is a faith-based charity that aims to abolish poverty by providing humanitarian aid, sustainable development programs and championing advocacy for our beneficiaries worldwide.

**Benefits of joining us as our Customer Service Supervisor include**:

- 35 days Leave
- Matched pension contribution
- Employee discounts and membership
- Prayer facilities
- Opportunity to really make a difference

**Key duties and responsibilities of the Customer Service Supervisor**:

- Managing the complaints telephone line and acting as the first point of contact for all complaints
- Receiving and analysing complaints, identifying the concerns raised and the outcome sought by the complainant
- Assessing complaints as to their severity and complexity and assigning a triage category so that complaints follow an appropriate resolution stream and identifying complaints that are linked to other investigations or that might require the input of the claims and inquests team
- Monitoring the progress of complaints using and administering a regular review system and prompting investigators and Directorate Management Teams as appropriate
- Maintaining and keeping up-to-date paper and electronic complaints files in compliance with Trust policy and Data Protection law
- Managing complainants' expectations, and keeping complainants regularly updated on the progress of their complaints.
- Coordinating responses to individual complaints from receipt to resolution, ensuring that each complaint received is listened to, understood, properly considered, appropriately responded to in a timely manner and learnt from.
- Maintaining up-to-date knowledge about best practice in complaints handling
- Preparing reports and presentations for Board of Directors meetings
- Correspond with donors with all matters related to the appeal process, refund process, complaints process
- Implementing initiatives from feedback received, ensuring feedback is utilized to improve customer service
- Coaching, developing and managing the reception desk team
- Supervising all reception tasks, including corresponding with donors and ordering stationery for staff use at Head Office, for example
- Ensuring that all internal Service Level Agreements (SLAs) relating to customer service, complaints handling, and reception desk work, are met

**What we’re looking for in our Customer Service Supervisor**:

- Ideally Degree-educated
- At least 2 years of significant customer service and complaints-handling experience
- Experience of coaching and supervising
- Experience of working with senior stakeholders, such as Directors and Trustees
- Computer literate and proficient in Microsoft Excel with experience of producing spreadsheets and pivot tables to analyse data
- Excellent written and spoken English is essential. Additional languages e.g. Arabic / Urdu are desirable
- Passionate and knowledgeable about the international development sector

A Little Bit About Human Appeal
We have a high staff satisfaction rating of 4.5 out of 5 on Glassdoor Here’s why:
What our CEO Says:
“We are faith-based but not faith-specific. We have faith in all of humanity and believe we can achieve great things when we work together. So, come and be part of a dynamic global charity where we celebrate our differences, as well as our common humanity”
Dr Mohamed Ashmawey
What our Staff Say:
“At Human Appeal, each one of us has the opportunity to influence others. If you are prepared to challenge yourself there are no limits, so come and make it happen”
Simon, Systems and Reporting Manager
“Everyone’s friendly and eager to help. We’re a small team, but everyone has their own thing about them that makes them unique. Someone teaches me something new every day Everyone is close and we have lunch together. Being a part of Human Appeal is like a second family”
Eleanor, Volunteers Assistant
“The reasons I have remained working within the charity sector, and specifically with Human Appeal, is the feeling of contentment. I feel that I am contributing towards a greater cause - I am part of a bigger picture - and I get to meet like-minded people”
Jahed, Business Analyst

What We Have Achieved So Far This Year:

- We have provided emergency aid to 10,770 of the most vulnerable people across Yemen
- We have supported 1,000 Rohingya refugees in Bangladesh
- We have provided 300 refugee families in Jordan with essential winter aid
- We have helped 36,643 people to have enough food to break their fast during Ramadan
- We have collected and distributed 21,124 coats to the homeless in the UK
- We have provided 258 families with emergency food packs in Manchester

COME AND JOIN THE FAMILY - click ‘apply’ today

**Salary**: £27,000.00-£31,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person



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