Customer Service Supervisor

2 months ago

Chessington, United Kingdom Absolutely Recruitment Full time

**Customer Service Supervisor,**
**full time, permanent position.**
**Salary: £32, 000 - £35, 000 per annum**
**Based in Chessington**
**Monday - Friday 9am - 5:30pm**

Working with the Operations Manager, you will lead and coach the Customer Service Team to deliver exceptional service while ensuring all customer communication, across all channels, is dealt with accurately and in good time.

As Customer Service Supervisor, you will develop a strong team and shape staff behaviors to meet customer and business expectations. You will play a collaborative role in forming and implementing standards and processes within your team while having the skill and judgment to act out of structure. You will utilise reporting to best manage your resources and offer insight to your team and to the business.

**Person Specification**:

- A good level of knowledge and understanding of how the customer service and order processing functions interact with the advertising, product management and fulfilment functions.
- A general level of understanding of how direct marketing & mail order businesses operate.
- The ability to employ prudence and tact when interacting with others - customers, your team, and the rest of the business.
- Possess an attention to detail and be well organised
- The ability to resolve escalated and challenging customer communication and support your team when they are under stress.
- Develop strong effective communication links between yourself and customer services with the rest of the business.
- Competency in Microsoft Office, Microsoft Teams, Puzzel Contact Centre, and Sales Systems

**Key Responsibilities**:

- Lead your team and function by setting an example you expect to be followed: though conduct, attitude, commitment to great customer service, punctuality, and dress code.
- Manage agent rotas and leave to ensure we always have sufficient cover to meet department KPIs. Work with the Operations Manager to arrange overtime and temporary agents to cover both agent shortages and peak periods.
- Ensure that the ACD (Automatic Call Distributor) system is continually monitored to ensure calls are being prioritised and the maximum answer rate is achieved.
- Ensure that webchat is continually staffed throughout the day.
- Manage the day-to-day relationship with telephone outsourcing partner(s) to ensure that they are meeting performance expectations and KPIs. You will support them by providing weekly and ad hoc marketing and product information, along with system and process training support.
- Deal with escalated interactions from difficult customers calmly and professionally. Share any learning opportunities with the individual agent/team.
- Manage training resources and implement training schedules set for new and current team members.
- Manage the standardised system letters utilised by the team.
- Ensure consistency of content, response, and quality in all correspondence by the team
- Ensure the team are advised of new product launches, and stock, quality, and delivery issues.
- Maintain and distribute departmental reporting; both scheduled and ad hoc.
- Monitor customer complaints and provide insight for our products team. Utilise the early warning report to alert business to multiple issues.
- Meet with team members monthly to discuss individual and team performance, concerns regarding the business, procedures and customers, and their wellbeing.
- Write annual performance reviews for the team.
- Meet regularly with the Operations Manager. Provide updates on the performance and wellbeing of agents/the team. Discuss active and potential concerns and how to address them as well agent/team accomplishments to be celebrated.
- Assist the Operations Manager by continually working to improve processes through increased efficiency and accuracy and implementing new systems and procedures.
- Meet and liaise with the Operations Management team to ensure all are aware of customer service activity and you are informed on other operational activity.
- Build and manage a relationship with our Product Managers. Meet regularly to provide feedback garnered from customer interaction, request information on forthcoming products and marketing activity, raise concerns and request delivery updates on key products.
- Notify your line manager/HR manager immediately if you are aware that Health and Safety regulations are not adhered to.

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