Customer Service Supervisor

4 days ago

Fulwood, United Kingdom Lakeland Full time

**Overall Purpose of the Role**:
To effectively develop and manage a team to drive first time resolution and deliver extraordinary customer service

**Scope of the Role**:
To manage a dynamic team within the front-line customer service operation in conjunction with the Customer Service Manager

**Major Accountabilities of Role**:

- Effectively balance and optimise in-shift resource to meet customer demand so that every customer receives extraordinary customer service
- Consistently review and manage team performance including real-time adherence and people management e.g. productivity, attendance, and intra-day contact volumes
- Consistently review and manage colleague performance, through quality assurance and monthly reviews, identifying areas for recognition and improvement
- Effectively manage and coach under-performance (team and individual) by focusing on enhancing strengths and overcoming opportunities
- Train and coach colleagues to reduce and resolve customer escalations by building their skills and confidence in managing difficult conversations
- Support the design and delivery of effective training and coaching to all colleagues across activities to enable improved performance, customer satisfaction, and employee well-being
- Collaborate with peers and Customer Service leadership to proactively identify opportunities for performance improvement (spotting trends, carrying out root cause analysis, and driving initiatives through to completion)
- Manage the day-to-day liaison with external agencies supporting customer services to attract talent and minimise colleague attrition

**Experience & Capability Requirements**:
**Knowledge/experience**:

- Experience in managing a high performing team in a customer service environment is critical
- Effective leadership and management skills, shown in prior management of a dynamic team, which demonstrate performance improvement
- A drive for performance improvement and a proven ability to be positively demanding of others

**Capability**:

- Authentic service-centred mindset; with the capability to inspire others to deliver extraordinary service
- Can employ excellent communication skills maintain open and honest levels of engagement across the business
- Able to envision the end-to-end process and make connections across the organisation
- Can effectively identify and solve problems to deliver excellent customer service and resolve issues efficiently and in a timely manner
- Is committed to continuous improvement and can focus on outcomes over activity by pro-actively driving effectiveness and efficiency

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