Customer Service Operations Supervisor

3 days ago


Daventry, Northamptonshire, United Kingdom Percepta Full time
Company Overview

Percepta is a leading provider of contact center services, delivering exceptional customer experiences to clients across the globe.


Salary

We are offering a highly competitive salary of £35,000 - £45,000 per annum, depending on experience, as well as additional benefits and incentives.


About the Role

This is an exciting opportunity for a Bilingual Customer Experience Supervisor to join our team in Dunton or Daventry. As a key member of our operations team, you will be responsible for supervising the Customer Experience team and providing support for operational initiatives.


Key Responsibilities
  • Supervise the Customer Experience team and ensure high levels of customer satisfaction
  • Provide support for operational initiatives, including process improvements and analysis of call data
  • Work with the Senior Operations Manager to develop and implement business reports and process improvement initiatives
  • Develop, coach, and evaluate team members, including evaluating and coaching customer service skills in quality assurance processes

Requirements

To be successful in this role, you will need:

  • Professional level fluency in both Norwegian and English (written and spoken) to C1/C2 level
  • Mid-level experience of Contact or Customer Call Centre required with at least practiced automotive or similar industry experience
  • Previous experience in managing, coaching, and improving the performance of a team of 10+ agents

Benefits

We offer a comprehensive benefits package, including:

  • A highly competitive salary of £35,000 - £45,000 per annum
  • 25 days Annual leave to start, increasing by 1 day on anniversary of start date for the first 5 years
  • Life Assurance 4 x annual salary
  • Contributory pension scheme
  • Private Medical Insurance


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