Customer Support Operations Supervisor
1 month ago
Role Overview:
As a Customer Service Team Leader, you will be pivotal in steering the performance and development of our Customer Service Advisors. Your leadership will ensure that our team meets and exceeds customer expectations while adhering to our service level agreements.
Key Responsibilities:
- Manage the daily operations of the Customer Service Advisor team, including workload distribution and performance monitoring.
- Directly oversee a subgroup of advisors, focusing on their professional growth through quality assessments, recognition of achievements, and tailored training initiatives.
- Act as a role model and Quality Standards Ambassador, promoting an exceptional customer experience.
- Provide guidance and support in resolving complex customer inquiries and escalations.
- Collaborate with fellow Team Leaders and Customer Service Management to enhance customer success and drive departmental improvements.
- Conduct regular one-on-one meetings with team members to track progress, support development, and prioritize employee satisfaction.
- Assist in the recruitment process and facilitate a streamlined onboarding and training experience for new hires.
- Support the Customer Service Manager and Assistant Manager with various tasks, including participation in Return to Work interviews and Absence Management Meetings.
- Continuously evaluate and enhance internal processes to ensure effective and efficient customer resolutions, working closely with internal stakeholders.
- Champion team wellbeing by fostering a supportive workplace environment and facilitating open feedback sessions.
- Create an inspiring and motivating atmosphere for the team.
- Acknowledge the diversity within the team and the complexities of the Customer Service Advisor role, leading with a positive attitude and aligning departmental culture with company values.
Required Skills and Experience:
- Proven management skills with a proactive approach in a fast-paced, customer-centric environment.
- Proficient in handling customer escalations and navigating challenging conversations to achieve satisfactory resolutions.
- Strong communication, planning, and organizational skills to effectively conduct one-on-one meetings and team workshops.
- Comprehensive understanding of team dynamics and collaboration with other departments to meet overall objectives.
- Competence in Microsoft Office applications and a suitable level of computer literacy.
- Ability to work independently while being an integral part of the team.
- Excellent organizational and time management skills, coupled with a dynamic problem-solving approach.
- Friendly, approachable demeanor with a passion for colleague engagement and fostering a culture of excellence.
Benefits:
- 29 days of annual leave, including public holidays and your birthday.
- Participation in the company pension scheme.
- Generous employee discount program.
- Access to an Employee Assistance Programme.
- Opportunities for professional growth and career advancement.
- Complimentary onsite parking.
Our core values guide our operations, emphasizing customer-first principles, passion, dedication, and a commitment to excellence through positivity, collaboration, and simplicity.
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