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Client Relations Supervisor

3 months ago

Exeter, Devon, United Kingdom Alliance Automotive Group Full time

Job Overview:

In this role, you will collaborate closely with the Customer Service Manager to ensure that service level agreements (SLAs) are consistently met. Your primary focus will be on achieving key performance indicators (KPIs) while providing regular feedback and coaching to the customer service team, aligning with their professional development goals. Maintaining exceptional standards of customer service will be paramount.

Who we're looking for:

The ideal candidate will possess prior experience in leading a team within a customer service context, whether in retail, a contact center, or a similar environment. A strong emphasis on employee wellbeing, engagement, coaching, and development is essential.

  • Excellent communication skills are required, enabling you to manage expectations and navigate challenging conversations with both customers and team members.
  • You should present yourself professionally, engaging with stakeholders at all levels in a calm, patient, and concise manner.
  • Confidence in decision-making is crucial, as you will need to respond swiftly and effectively to dynamic situations and issues that may arise daily.
  • An analytical mindset with keen attention to detail is necessary, focusing on identifying opportunities for improvement and confidently presenting suggestions to enhance efficiency.

What you'll be doing:

Your responsibilities will encompass, but are not limited to, the following tasks, which may shift in priority based on evolving circumstances:

  • Assisting in the training and ongoing development of new customer service representatives.
  • Supporting customer service operations as needed to ensure SLA compliance.
  • Acting as a Subject Matter Expert (SME) for all customer service-related inquiries from the team.
  • Addressing escalated customer inquiries and complaints effectively.
  • Monitoring average ticket resolution times, conducting root cause analysis, and identifying trends.
  • Reviewing individual calls, chats, and emails to maintain and enhance quality, efficiency, and knowledge levels.
  • Leading performance evaluations for team members.
  • Developing intervention and improvement plans tailored to team members.
  • Proposing, tracking, and generating reports to support the customer service team.
  • Recommending new procedures to boost customer service team performance.
  • Resolving escalated customer issues promptly.
  • Inspiring the customer service team to achieve personal, team, and organizational objectives.
  • Overseeing shifts to ensure consistent SLA achievement.
  • Performing additional and ad hoc tasks as directed by the Customer Service Manager.

What's in it for you:

Our team values a supportive work environment, with 92% of our members feeling that their wellbeing is prioritized, and 96% believing they have opportunities to learn and excel in their roles.

We are committed to recognizing and rewarding our team's hard work, and we offer various benefits, including:

  • A professional yet relaxed working atmosphere in a modern office.
  • Generous annual leave policy.
  • 20% employee discount on our complete range of products.
  • Access to our rewards system, featuring exclusive discounts and point-based rewards.
  • Complimentary onsite parking available throughout the week.
  • Ergonomic workstations to enhance comfort.
  • Participation in company-sponsored events and activities.
  • Insightful quarterly presentations led by directors, providing updates on business growth and challenges, followed by recognition events.
  • A refreshed bonus scheme to reward outstanding performance.