Customer Support Operations Supervisor

3 weeks ago

Crawley, West Sussex, United Kingdom Homebox Full time

About Homebox:

Homebox is an innovative organization focused on streamlining household bill management for shared living environments. We provide a unique service that aggregates various utility bills into a single, manageable monthly payment, assisting our clients, including students and young professionals, in better financial management. Our goal is to deliver a smooth and hassle-free experience for our users by utilizing technology and a customer-focused strategy.

Job Overview:

The Operations Supervisor is tasked with overseeing and directing the customer service team to ensure exceptional levels of client satisfaction. This position includes managing daily operations, addressing escalated concerns, and mentoring team members. The Supervisor will collaborate closely with their line Manager to enforce policies and enhance overall service quality.

Primary Responsibilities:

Team Leadership:

  • Inspire, guide, and cultivate a team of customer service agents.
  • Organize regular team briefings to share updates, provide feedback, and establish objectives.
  • Assess team performance, offering constructive feedback and necessary interventions.

Customer Engagement:

  • Address intricate and escalated customer inquiries and grievances.
  • Ensure prompt resolution of client issues to boost satisfaction and loyalty.
  • Maintain a high standard of professionalism and empathy in all client interactions.

Performance Evaluation:

  • Monitor and analyze key performance indicators (KPIs) to evaluate team effectiveness.
  • Compile and present performance reports to management.
  • Identify improvement opportunities and implement corrective measures.
  • Conduct regular one-on-one coaching and development sessions with team members.

Training and Development:

  • Onboard new hires, support them through their initial period, and provide ongoing training for existing staff.
  • Create training materials and programs to enhance customer service competencies.
  • Promote a culture of continuous learning.

Process Enhancement:

  • Assess current processes and propose enhancements to improve efficiency and the experience of both customers and employees.
  • Collaborate with other departments to optimize operations and resolve issues.

Administrative Responsibilities:

  • Oversee scheduling and ensure sufficient staffing levels.
  • Manage administrative tasks such as reporting, data entry, and record maintenance.
  • Assist in the recruitment and selection of new team members.

Compliance and Standards:

  • Ensure the team complies with company policies, procedures, and standards, addressing failures accurately and thoroughly with appropriate support and guidance.
  • Stay informed about industry trends and best practices in customer service.

Qualifications:

Experience: A minimum of 3-5 years in customer service operations, with at least 1-2 years in a supervisory capacity.

Skills:

  • Experience in Lettings, Build to Rent, or other relevant experience in the property market within B2B.
  • Strong leadership and team management capabilities.
  • Excellent communication and interpersonal skills.
  • Problem-solving and conflict resolution abilities.
  • Capacity to work under pressure and manage multiple tasks simultaneously.
  • Proficiency in customer service software and MS Office applications.
  • A solid understanding of the energy sector.

Key Competencies:

  • Customer Orientation
  • Leadership
  • Communication
  • Problem Solving
  • Adaptability
  • Team Collaboration
  • Time Management
  • Performance Oversight

What We Provide:

  • Competitive salary and benefits package.
  • Hybrid working opportunities (minimum 3 days in office).
  • Continuous professional development and career advancement.
  • A dynamic and supportive team culture.

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