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Customer Support Operations Supervisor
3 months ago
Role Overview:
As a Customer Service Team Leader, you will play a pivotal role in ensuring the efficiency and effectiveness of our Customer Service Advisor team. Your leadership will drive the team's performance and enhance the overall customer experience.
Key Responsibilities:
- Manage the daily operations of the Customer Service Advisor team, ensuring optimal workflow and task distribution.
- Directly oversee a subgroup of advisors, focusing on their performance enhancement through quality monitoring, recognition of achievements, and personalized training initiatives.
- Serve as a Quality Standards Ambassador, promoting exceptional customer experiences while adhering to service level agreements.
- Guide and mentor the team in resolving intricate customer inquiries and handling escalated issues.
- Collaborate with fellow Team Leaders and Customer Service Management to foster improvements in customer satisfaction and departmental growth.
- Conduct regular one-on-one meetings with team members to monitor performance, facilitate development, and prioritize employee satisfaction.
- Assist in the recruitment process and provide a streamlined onboarding and training experience for new hires.
- Support the Customer Service Manager and Assistant Manager with various tasks, including employee welfare interviews and absence management discussions.
- Continuously assess and enhance internal processes to deliver effective and efficient customer resolutions, working closely with internal stakeholders.
- Act as a Wellbeing Champion, ensuring a supportive work environment through regular feedback sessions and addressing action points with management.
- Foster a motivating and inclusive atmosphere for the team, recognizing the diverse backgrounds and complexities of the Customer Service Advisor role.
Required Skills and Experience:
- Proven management capabilities with a proactive attitude in a dynamic, customer-centric setting.
- Proficient in managing customer escalations and navigating challenging conversations to achieve satisfactory resolutions.
- Strong communication, planning, and organizational skills for conducting one-on-one meetings and team workshops.
- Understanding of team dynamics and collaboration with other departments to meet overarching goals.
- Competence in using Microsoft Office and other relevant software applications.
- Ability to work independently while being an integral part of the team.
- Excellent organizational and time management skills, with a flexible approach to problem-solving.
- Friendly and approachable demeanor, with a commitment to fostering colleague engagement and a culture of excellence.
Benefits:
- 29 days of annual leave, inclusive of public holidays and your birthday.
- Participation in the company pension scheme.
- Attractive employee discount program.
- Access to an Employee Assistance Programme.
- Opportunities for professional growth and career advancement.
- Complimentary onsite parking.
Our core values are integral to our operations. We prioritize our customers, are dedicated to our mission, and consistently strive for excellence. Our approach is rooted in positivity, collaboration, and simplicity.
