Customer Service Operations Supervisor

3 weeks ago

Oldham, Oldham, United Kingdom Marston Holdings Full time
Customer Service Operations Supervisor Marston Holdings Limited presents a remarkable opportunity for a Customer Service Operations Supervisor to oversee their Operations team on a full-time, permanent basis. As the UK's foremost judicial services provider and innovators in clean air technology, we deliver comprehensive solutions that cater to local and central government, utilities, and private sectors through our advanced technology-enabled services.

Our organization boasts a revenue of £270m, employs nearly 5,000 individuals, and maintains a network of 1,000 self-employed enforcement agents. We operate across 21 distinct business lines within various trading entities, primarily in the UK.

Key Responsibilities: The role of the Operations Supervisor is to lead a team of Customer Service Agents, ensuring they possess the necessary skills to perform their daily tasks effectively through ongoing development.

The successful candidate will play a crucial role in the efficient operation of the contact center, requiring excellent communication skills to enhance the productivity of the Customer Service Agents.

Collaboration is essential to meet all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

  • Manage, inspire, and ensure staff commitment through effective leadership
  • Identify development needs by monitoring staff performance through KPIs, observations, and work audits
  • Analyze productivity and quality trends in collaboration with the quality team, proactively implementing individual and team-based action plans.
  • Enhance performance and foster the growth of each team member through effective coaching, training, and the establishment of SMART objectives.
  • Cultivate the knowledge and skills of the team with support from Performance Coaches.
  • Address any performance issues through effective management techniques, including disciplinary actions when necessary.
  • Maintain effective communication with staff through team briefings, monthly one-on-one meetings, coaching, objective setting, training, and performance management.
  • Conduct biannual performance reviews with team members, assessing progress on existing objectives and setting new goals for the upcoming period. Person Specification
  • Proven ability to manage and supervise a team
  • Proficient in analyzing KPIs to manage performance
  • Experience in handling and resolving challenging situations
  • Strong communication and organizational skills
  • Proficient in Microsoft Office Applications
  • Adaptable to change and new concepts
  • Excellent planning, time management, and organizational skills
  • A collaborative team player, both as a member and a leader
  • Ability to remain focused and decisive under pressure while working towards specified targets Benefits:
  • Office-based role

Contract:
Permanent

  • Full-time, 37.5 hours per week
  • Enhanced Maternity and Paternity Package (subject to eligibility criteria)
  • Health Cash Plan
  • Employee benefits, including discounts on shopping, travel, social activities, and wellness initiatives.

Marston Holdings Limited (MHL) is a parent company comprising eight brand entities, each specializing in key areas of our business.

We are committed to being an equal opportunity employer, considering all suitably qualified applicants regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability status, or any other protected characteristic.

We prioritize recruiting and developing our people based on merit and their dedication to achieving better outcomes, fostering an inclusive environment for all employees.

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