Customer Service Supervisor

2 weeks ago

Hemel Hempstead, United Kingdom Blackhawk Network Full time

**Department Overview**:
We work closely with internal account teams, product and technology, finance, legal & compliance, external partners, and the Global Customer Team in the US. Our Customer Service teams support our continued European expansion based in our offices at Apsley, Swords, Cologne, and Amsterdam. We aim to provide high levels of customer service in an effective and efficient way ensuring we promote the values of our brands and meeting the requirements of our clients and/or regulators while delivering feedback on customer behaviour to help shape business decisions.

**Purpose of Role**:
This role reports to the Manager II, Customer Service UK and acts both, as part of the UK Customer Service operational team. Blackhawks UK Customer Service teams support products sold and operated in the UK both by themselves and on behalf of GVS Prepaid (excluding One4all).

This role is accountable for the daily operational delivery of the “Hybrid” customer service support model from our office based in Apsley covering all our “Incentives” positioned products.

Remit includes working to ensure escalation and retained customer contact tasks are handled to BHN quality and service levels, ensuring contact drivers and product feedback is collated and presented back to the business. The role will ensure a close daily operational relationship is in place with our San Salvador operation ensuring quality is measured both by joining local calibration sessions and leading the Apsley team to carry out remote monitoring. Additionally, this role will ensure process and knowledge content is regularly reviewed and training is prepared and delivered in an optimal manner. The role also works closely alongside Product, Client Management, Technology, and other Customer Service stakeholders within Europe to share best practice and optimal delivery of Customer Service Delivery.

The post holder will work with the Manger II, Customer Service to ensure delivery of service levels from San Salvador are maintained and that the UK Operation meets its regulatory obligations to GVS Prepaid. They will ensure an optimal level of Customer Experience is delivered championing the requirements of GVSP customers within Blackhawk.

The role is also responsible for supporting the provision of management information and data to the GVS Prepaid and Blackhawk Leaderships teams using common reporting tools and methods as required.

This is full time position working primarily UK office hours five days a week Monday - Friday however there will be scope for working on call/evenings or weekends during BHN peak season. This is mid-November - mid January inclusive.

This role is responsible for four key work areas:
**Customer Services and Leadership**:

- Leading and motivating the Apsley based Customer Service Specialists Team to achieve success through establishing clear expectations of performance, reviewing individual and team progress, and taking proactive action to bring performance back in line where required.
- Recruit, develop, and retain the best available talent and provide coaching, training, and constructive feedback on a regular basis to ensure the team maximises its contributions to the business, and can scale as products and the business grows.
- Create and maintain a culture which attracts, retains, and motivates staff aligning the team to the working practices and company beliefs of Blackhawk Network.
- Ensure processes in place to ensure adequate rostering, management cover and escalation processes to support business operations.

**Hybrid Customer Service Model**:

- Put in place processes and procedures to ensure the timely escalation of issues between on and offshore locations to ensure best possible customer outcomes.
- Ensure team handle retained CS tasks within appropriate timescales and levels of accuracy.
- Ensure daily operational delivery of San Salvador Customer Service operation meets GVSP and Blackhawk Operating standards, meeting all levels of Service Levels, Quality Delivery and KPI’s
- Ensure adequate training programmes along with knowledge content are in place and regularly reviewed.
- Put in place processes and procedures to ensure the timely escalation of issues between on and offshore locations to ensure best possible customer outcomes.
- Take Active role in Quality Assurance monitoring and Call Calibration sessions monitoring and feeding back on Service Delivery
- Act as the key interface between San Salvador and both GVSP & BHN UK stakeholders.
- Take active role in feedback, coaching and business review sessions with San Salvador relating to Customer Service delivery.
- Look for opportunities to optimise service delivery through both Apsley and offshore teams to improve speed of resolution and overall level of service delivery.

**Customer Engagement, Satisfaction & Insight**:

- Suggest improvements to the Customer Support offering and value proposition, ensuring the Customer Services Team is a fully

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