Customer Service Supervisor

1 month ago


Trafford, United Kingdom Gapp Full time

Gapp working as an employer business is recruiting for **Customer Service Supervisor** for our Client based in **Trafford Park, M17.**

A pivotal role to drive excellence in customer service.
The Customer Service Supervisor’s will work collaboratively across the business to evolve the end to end customer experience.
A leading role in driving improvement and efficiency.

**Responsibilities**:

- Leading a small team of customer service advisors - delivering a high quality and consistent service, ensuring standards and procedures are followed
- Setting an example and leading from the front by answering customer contacts in line with agreed performance levels
- To ensure enquiries are dealt with efficiently and customer complaints are handled empathetically, professionally and in line with the values and beliefs of the Company.
- To provide the customer service team with technical support, best practice guidance and advice.
- Provide reports and feedback on the efficiency of the customer service process.
- Achieve set targets and deliver KPI's.
- Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
- Monitor productivity and performance through KPIs and quality monitoring
- To take responsibility for carrier queries and claims monitoring performance
- Identifying potential issues and bottlenecks and providing innovative solutions to customer problems
- Reviewing and improving systems and practices to streamline processes and drive optimum efficiency
- Work collaboratively with all business areas with the customer foremost in mind
- Provide weekly / monthly analysis of most reported issues / complaints and offer workable solutions
- Responsible for loss prevention, fraud checking and chargebacks
- To provide awareness of industry best practice that would benefit the business
- Provide escalation point for customer complaints
- Train new starters
- Manage the workload and delegate daily tasks
- Ensuring all deadlines are met during the shift
- General admin duties, refunds/replacements, updating trackers.

These Responsibilities are on a rotational basis and will be shared

**Experience/Skills**:

- Strong customer service ethic.
- Listens to and values the opinions of others.
- High level of integrity, trust and respect.
- An effective communicator and problem solver.
- Strong numerical and analytical skills
- High energy and drive.
- Approachable, adaptable and flexible.
- Passionate and self-motivated.
- Builds strong personal relationships.
- Knowledge of customer service principles and practices.

The role is 5 days out of 7. Weekends included.

Shifts pattern: rotating 8am-5pm / 12pm-9pm.

£23k-£24k/annum.

**Salary**: £23,000.00-£24,000.00 per year

**Benefits**:

- Flexitime

Schedule:

- Flexitime

Work Location: One location

Flextime



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