Customer Experience Shift Supervisor

6 days ago

Basingstoke, United Kingdom VIVID Full time

**We’re VIVID -We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people**

**Are you looking for a position within a fast-moving customer experience team where no two days will be the same and there are great personal and professional development opportunities?**

Our contact centre has an outstanding induction and development programme that will set you up to be the very best in the sector.

We have an exciting opportunity for a **Customer Experience Shift Supervisor** based in Basingstoke on a full time, permanent basis, working 37 hours per week. This is the perfect opportunity for an experienced customer service specialist who has had exposure to call centre or shared service centre environments.

**Want to know what we can offer you?**
- 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
- Private Medical Insurance
- A generous contributory pension
- Medi-cash policy to claim back some medical costs to ensure we look after you and your loved ones
- Discounts portal to save money on various products and services, including holidays, shopping and cinema
- Electric car scheme
- A real sense of work/life balance where we promote flexible working and an agile culture.

**Here’s the facts about the role**:
As a customer experience shift supervisor, you’ll manage shifts in the customer experience team, ensuring that resources are used appropriately across channels to achieve target wait times. You’ll be responsible for your live performance in the contact centre across all channels, ensuring that each channel and query type is appropriately resourced by moving people as needed.

You’ll report any issues or concerns about individual performance to their team leader and support advisers by providing guidance where the KM system is unable to assist them or where they need coaching to resolve an enquiry. Working with colleagues across CX and other departments you’ll identify where improvements are needed, play a role in driving these forwards and promote continuous improvement.

You’ll have an understanding of techniques used in coaching and supporting colleagues to achieve objectives ideally having achieved or commitment to achieving the ICS coaching and communications qualifications. You’ll demonstrate the ability to manage your own performance and coach others to achieve agreed standards of performance.

As part of the customer experience management team, you’ll champion excellent customer service, provide support and leadership through being tactful, honest and resilient. Ideally you’ll have the ability to analyse data, talk about it and record it accurately, whilst assessing performance, providing constructive feedback to colleagues and driving improvement.

**First stage interviews will be taking place virtually on June 5th, second stage interviews are due to take place in our Basingstoke office on June 13th.

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