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Customer Support Operations Supervisor
3 months ago
Key Responsibilities:
As a Customer Service Team Leader, you will be responsible for:
- Managing the workflow of the Customer Service Advisor team, ensuring efficient handling of contact volumes, team workload, and personal development objectives.
- Directly overseeing a subgroup of advisors, focusing on their performance enhancement; this includes monitoring work quality, recognizing achievements, providing tailored training programs, and supporting their ongoing development journey.
- Acting as a Quality Standards Ambassador, leading by example to guarantee an exceptional Customer Experience within our service level agreements.
- Assisting and mentoring the team in resolving complex inquiries and managing Customer Escalations effectively.
- Collaborating with other Team Leaders and Customer Service Management to enhance customer success and support the growth of the Customer Service department.
- Conducting regular one-on-one meetings with team members to ensure targets are met, providing necessary support for development, and prioritizing employee satisfaction.
- Participating in the recruitment process and facilitating a streamlined onboarding and training program for new hires.
- Supporting the Customer Service Manager and Assistant Manager with additional responsibilities as required, and assisting the People Team with processes such as Return to Work interviews and Absence Management Meetings.
- Continuously reviewing and enhancing internal processes to ensure effective and efficient resolutions, collaborating with internal stakeholders to achieve this.
- Championing employee wellbeing by ensuring a safe and supportive workplace, organizing regular feedback sessions, and communicating action points to management.
- Fostering a motivating work environment for the team.
- Recognizing the diversity within the team and the complexities of the Customer Service Advisor role, leading and inspiring the team with a positive attitude while promoting a departmental culture aligned with company values.
Required Skills and Experience:
- Proven management skills with a proactive 'Can-Do' attitude, demonstrated success in a fast-paced, customer-centric environment.
- Proficient in managing customer escalations, handling challenging conversations, and taking ownership of issues until satisfactory resolutions are achieved.
- Ability to conduct one-on-one meetings and team workshops, showcasing excellent communication, planning, and organizational skills.
- Understanding of team integration and collaboration with other departments to meet overall objectives.
- Competence in PC literacy, particularly with Microsoft Office applications.
- Capability to work independently while remaining a vital team member.
- Strong organizational and time management skills with a dynamic approach to problem-solving.
- Friendly, approachable demeanor with a passion for colleague engagement and a commitment to fostering a culture of excellence.
Benefits:
- 29 days of holiday (including bank holidays and your birthday).
- Company pension scheme.
- Generous employee discount.
- Access to an Employee Assistance Programme.
- Opportunities for professional development and career advancement.
- Free onsite parking.
Our core values guide every aspect of our business. We prioritize our customers, demonstrate passion and dedication, and strive for excellence. To achieve this, we foster a positive, collaborative environment and keep our processes straightforward.
