Customer Service Supervisor

4 months ago

Leicester, United Kingdom Blue Light Card Full time

**Customer Service Supervisor**

**Permanent, full-time**

**Cossington, Leicestershire**

**The Role and the Team**

There’s never been a better time to join the team at Blue Light Card. We’re now an international business following our recent launch in Sydney, Australia. We continue to grow in the UK and as a result, we have an exciting opportunity for a Supervisor, known internally as a Member Services Team Lead, to join us and help drive the right outcomes for our members.

You’ll supervise the day-to-day operations of a small group of customer service executives to help free up your Team Manager to focus on the people management responsibilities. Your role is committed to the short-term goals for the teams delivery and success. You won’t have direct line management responsibilities in this role but you’ll play an important part in real-time problem solving and supervising.

**Our Culture**

Our Blue Light Card culture is built on our relationships and our members are at the heart of everything we do. Alongside our members and partners, our people are integral to helping create the unique experience we deliver, and we’re committed to creating a place that our team love to work, and people want to join.

As a market leading benefits service to the Blue light community and armed forces, we’re proud to work with well-known online and high street retailers across the UK. We are a fast-moving business and are always looking to adapt and innovate how we approach what we do.

We're proud of our unique culture at our HQ in Cossington. You’ll start to see why it’s a great place to work and even if you’re not expected to be in the office everyday - you may just want to be We're officially recognised as a Great Place To Work UK and one of the UK's Best Workplaces for Wellbeing. Visit our LinkedIn company page to find out more.

**What You’ll Do**
- Organisation of the team to optimise performance
- Create a daily rota for the team in line with business objectives
- Manage more complex operational tasks, complaints and escalations
- Monitor team competencies and maintain training matrices
- Be hands on with transactional tasks e.g. Ticket support, Livechat, social media
- Support management with inducting new starters, performance monitoring, process improvement and development and wellbeing
- Work collaboratively with other Team Leaders and the wider Blue Light Card team

**What You’ll Bring**
- Prior experience as a supervisor or senior
- Experience working within a customer service environment
- An aptitude to solve problems or peaks in demand before they escalate
- Excellent written and verbal communication skills, and the ability to manage difficult conversations and identify practical ways forward
- Administration skills with excellent attention to detail
- Good understanding of software including MS Office, Livechat, CRMS and social channels

**What We Offer**
- Hybrid working and flexible hours
- Free onsite parking
- 25 days plus public holidays, buy and sell and an additional day off for your birthday
- Great social events e.g. Christmas party, family fun day, summer party
- Relaxed dress code and modern office space (games area, chill-out areas, book club, free coffee/tea/soft drinks)
- Onsite gym (including access to free HIIT & stretch classes)
- Learning and development opportunities
- Group auto-enrolment pension plan
- Enhanced maternity, paternity, sick pay
- Company funded private medical insurance
- Employee assistance programme (including mental health support)

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

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free fitness classes
- Life insurance
- On-site gym
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

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

**Experience**:

- Customer Service: 2 years (required)

Work Location: Hybrid remote in Leicester

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