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Customer Service Operations Supervisor

2 months ago

Inverness, Highland, United Kingdom Marston Holdings Full time
Customer Service Operations Supervisor
Are you enthusiastic about managing call centre operations and committed to providing outstanding customer support? Marston Holdings Limited presents a remarkable opportunity for a Customer Service Operations Supervisor to join our dynamic Operations team on a full-time, permanent basis. Join us in our mission to achieve excellence in every customer interaction.
About Marston Holdings Limited
As the UK's leading judicial services provider, Marston Holdings Limited encompasses eight specialized brand entities, each focusing on critical aspects of our comprehensive business model. Our organization is at the forefront of clean air technology, delivering innovative solutions that cater to local and central government, utilities, and private sectors. With a revenue of £320m, we employ over 5,000 professionals and maintain a network of 1,000 self-employed enforcement agents, operating 21 services across various trading entities primarily within the UK.
Role Overview & Key Responsibilities
The Customer Service Operations Supervisor will oversee a team of Customer Service Agents, ensuring they possess the necessary skills to perform their daily tasks effectively through ongoing development. The successful candidate will play a crucial role in the efficient operation of the contact centre, requiring exceptional communication skills to enhance the productivity of the Customer Service Agents. Key responsibilities include:
  • Leading, motivating, and ensuring the commitment of staff through effective leadership.
  • Identifying development needs by monitoring staff performance through KPIs, observations, and work audits.
  • Analyzing productivity and quality trends in collaboration with the quality team and proactively implementing action plans.
  • Enhancing team performance and individual development through effective coaching, training, and setting SMART objectives.
  • Supporting the growth of team knowledge and competencies with assistance from Performance Coaches.
  • Addressing performance issues through effective management techniques, including disciplinary actions when necessary.
  • Maintaining open communication with staff through team briefings, monthly one-on-one meetings, coaching, and performance management.
  • Conducting biannual performance reviews with team members to assess progress on objectives and establish new goals.
Candidate Profile
  • Proven ability to manage and supervise a team.
  • Competence in analyzing KPIs to drive performance management.
  • Experience in handling and resolving challenging situations.
  • Strong communication and organizational skills.
  • Proficient in Microsoft Office Applications.
  • Adaptability to change and new concepts.
  • Excellent planning, time management, and organizational abilities.
  • Team-oriented, both as a member and a leader.
  • Capacity to remain focused and decisive under pressure while meeting specified targets.
Benefits
• Competitive salary of up to £24,132.96
• Hybrid working model
• Full-time contract, 37.5 hours per week
• Enhanced maternity and paternity benefits (subject to eligibility criteria)
• 26 days of annual leave
• Health cash plan
• Employee benefits tailored to your lifestyle, including discounts on shopping, travel, social activities, and wellness programs.
Equal Opportunity Employer
We are committed to fostering an inclusive environment for all employees and consider all qualified applicants regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability status, or any other protected characteristic.