Customer Service Team Lead
1 month ago
Customer Service Supervisor Role
We are seeking a proactive leader to support the Customer Service Team in delivering exceptional service to a global customer base.
The Customer Service Supervisor will manage escalated enquiries, authorise goodwill gestures, monitor team performance, and ensure the customer service operations run smoothly.
Key Responsibilities:
- Supervising daily operations of the Customer Service Team and ensuring that performance targets are consistently met
- Providing guidance and support to team members including handling escalated customer issues and conducting performance reviews with the team
- Conducting regular team meetings to share updates, discuss best practise, and address any concerns
- Assisting with onboarding and training of new agents
- Handling complex customer enquiries via various channels, ensuring timely resolution and customer satisfaction
- Liaising closely with logistics, eCommerce, and product teams to resolve issues that require cross-functional collaboration
- Monitoring and reviewing customer complaints to identify trends and areas to improve – providing feedback to Senior Management
- Assisting with shift planning including monitoring real time team activity and making necessary adjustments to coverage based on volume spikes and resource availability
- Overseeing daily administration tasks such as tracking team performance, updating databases, and preparing reports for Senior Management
- Identifying opportunities to streamline and improve existing processes, and ways to enhance customer experience
Requirements:
- Strong leadership and team building skills
- A genuine passion for Customer Service with excellent communication skills
- Ability to adapt in a fast-paced environment and manage fluctuating workloads
- Pro-active problem-solving skills and a can-do attitude
- Experience using Zendesk or similar CRM system
Working Arrangements:
- Shifts Patterns Monday to Friday: 7:00-15:30/8:00-16:30/9:00-17:30/12:30-21:00
- Remote working after 2 weeks of training in Nottingham city centre
- You may be required to attend meetings from time to time in the office, for ad hoc collaboration
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