Customer Service Operations Supervisor

4 weeks ago


Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

Affinity Water is excited to offer a unique opportunity for a Customer Service Operations Supervisor on a fixed-term contract.

If you are eager to enhance your current skills or embrace a new role, we encourage you to explore this opportunity.

Role Overview:

In this position, you will lead a team of customer service representatives to ensure exceptional customer satisfaction, focusing on achieving 'first contact resolution' while meeting ambitious Key Performance Indicators (KPIs).

Key Responsibilities:

Maintain compliance with regulatory standards (DPA, customer records) and possess a comprehensive understanding of C-MeX. Mentor, guide, and empower the team to provide an outstanding customer experience with a focus on 'first contact resolution.' Address underperformance within the team and implement effective development plans promptly, ensuring attrition levels remain within target. Foster strong professional relationships with team members, identifying training and coaching needs to enhance performance. Advocate for a diverse and inclusive workplace culture. Confidently manage operational challenges, prioritizing customer and team welfare when making critical decisions.

Required Qualifications:

Ability to inspire and engage the team, contributing to a positive workplace environment. Strong leadership capabilities, able to motivate and achieve results through others, ensuring clarity of expectations and providing regular, constructive feedback. Excellent organizational and time management skills, with a proven track record in planning, problem-solving, and prioritization. Competence in overseeing operational incidents, prioritizing customer and team wellbeing in decision-making.

Additional Information:

Operational Shift Pattern - 07:00am - 20:00pm (Monday to Friday) Opportunities for professional growth, including mentoring and a variety of formal training programs. Participation in the company annual bonus program. Generous annual leave starting at 24 days, increasing with tenure, plus the option to purchase additional days. A 'Celebration Day' in addition to public holidays for personal observances. A robust 'double match pension scheme' that enhances your contributions (company contribution capped at 12%). Comprehensive family benefits, including enhanced leave options for various family needs. Supportive policies for health and wellbeing, including resources for mental and physical health. Discounts on retail and insurance services through our employee benefits program. Opportunities for community volunteering through Affinity days. Life Assurance coverage. Commitment to diversity and inclusion in our workforce, ensuring every team member can thrive.

At Affinity Water, we value the benefits of a diverse workforce that reflects the communities we serve. We are dedicated to fostering an inclusive culture where every employee can excel.

Discover more about our company culture and career development opportunities on our career site, where our employees share their experiences.



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