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Customer Service Operations Supervisor
2 months ago
Company Overview: Air Liquide UK Ltd is a premier provider of cylinder gases across various industrial sectors in the UK, dedicated to delivering personalized service alongside globally recognized quality products and expert technical assistance.
Our Commitment: With over six decades of experience, we continuously aim to surpass our customers' expectations, ensuring a responsive, high-quality, and localized service.
Role Overview: The Customer Service Operations Supervisor is responsible for upholding Air Liquide's commitment to exceptional customer satisfaction while effectively managing and motivating resources to meet customer needs.
Key Responsibilities:
- Oversee the Customer Service team, ensuring all operational processes are adequately addressed and service levels meet or exceed agreed standards.
- Actively engage in motivating, coaching, and supporting team members.
- Identify and address any training requirements for employees.
- Manage employee attendance, including tracking holidays and sick leave.
- Monitor team performance against established targets and KPIs, proactively addressing any performance-related issues.
- Be capable of performing all duties outlined in the Customer Service Advisor role as necessary.
- Handle customer inquiries within a local branch environment, including new account setups, pricing arrangements, order processing, and internal communications with operations and sales teams.
- Document manual notes for approved scenarios and maintain the Manual Log.
- Prepare Proforma Invoices as needed using manual templates.
- Continuously develop and maintain knowledge of products, services, and systems.
- Provide proactive service to select customers through outbound communications.
- Manage work within KPI and target frameworks to enhance customer experience and productivity.
- Encourage customers and agents to transition from traditional contact methods to digital platforms.
- Assist with additional tasks to support customer-facing operations at various locations as required.
Qualifications:
- Strong literacy and data analysis skills.
- Able to maintain focus in a fast-paced telephone environment.
- Familiarity with customer experience metrics, including telephone-based sales.
- Previous experience with asset tracking software.
- Ability to listen, seek feedback, and support colleagues.
- Minimum of 5 GCSEs at grade C or above, including Mathematics and English.
- Prior experience in customer service and/or sales within a branch setting (B2C).
- Experience in people management and workplace oversight.
- Customer service experience in a digital context (e.g., website support, web chat services).
- A valid driving license and access to a vehicle are essential for travel to various sites.
Our Values: At Air Liquide, we are dedicated to fostering a diverse and inclusive workplace that values the unique contributions of our employees, customers, and community stakeholders. We believe that diversity enhances our ability to innovate and succeed in a dynamic environment.
