Customer Service Supervisor

**Customer Service Supervisor** - Salary £33,000 - £35,000 - Chessington

We are searching for someone that is looking to join a successful company based in Chessington and play an extremely important support role for the business within their Customer Service leadership team.

As Customer Service Supervisor, you will develop a strong team and shape staff behaviours to meet customer and business expectations. You will play a collaborative role in forming and implementing standards and processes within your team while having theskill and judgment to act out of structure. You will utilise reporting to best manage your resources and offer insight to your team and to the business.

If you have strong, proven Customer Service Management/Supervisory experience and are looking for your next challenge then this could be the perfect opportunity for you.

**Overall responsibilities**:

- A good level of knowledge and understanding of how the customer service and order processing functions interact with the advertising, product management and fulfilment functions.
- A general level of understanding of how the company, and direct marketing & mail order businesses operate.
- The ability to employ prudence and tact when interacting with others - our customers, your team, and the rest of the business.
- Possess an attention to detail and be well organised
- The ability to resolve escalated and challenging customer communication and support your team when they are under stress.
- Develop strong effective communication links between yourself and customer services with the rest of the business.
- Competency in Microsoft Office, Microsoft Teams, Puzzel Contact Centre, and the company's Sales Systems

**Specific Duties**:

- Lead your team and function by setting an example you expect to be followed: through conduct, attitude, commitment to great customer service, punctuality, and dress code.
- Manage agent rotas and leave to ensure we always have sufficient cover to meet department KPIs. Work with the Operations Manager to arrange overtime and temporary agents to cover both agent shortages and peak periods.
- Ensure that the ACD (Automatic Call Distributor) system is continually monitored to ensure calls are being prioritised and the maximum answer rate is achieved.
- Ensure that webchat is continually staffed throughout the day.
- Manage the day-to-day relationship with telephone outsourcing partner(s) to ensure that they are meeting our performance expectations and KPIs. You will support them by providing weekly and ad hoc marketing and product information, along with system andprocess training support.
- Deal with escalated interactions from difficult customers calmly and professionally. Share any learning opportunities with the individual agent/team.
- Manage training resources and implement training schedules set for new and current team members.
- Ensure consistency of content, response, and quality in all correspondence by the team
- Ensure the team are advised of new product launches, and stock, quality, and delivery issues.
- Maintain and distribute departmental reporting; both scheduled and ad hoc.
- Monitor customer complaints and provide insight for our products team. Utilise the early warning report to alert business to multiple issues.
- Meet with team members monthly to discuss individual and team performance, concerns regarding the business, procedures and customers, and their wellbeing.
- Write annual performance reviews for the team.
- Meet regularly with the Operations Manager. Provide updates on the performance and wellbeing of agents/the team. Discuss active and potential concerns and how to address them as well agent/team accomplishments to be celebrated.
- Assist the Operations Manager by continually working to improve processes through increased efficiency and accuracy and implementing new systems and procedures.
- Meet and liaise with the Operations Management team to ensure all are aware of customer service activity and you are informed on other operational activity.
- Build and manage a relationship with our Product Managers. Meet regularly to provide feedback garnered from customer interaction, request information on forthcoming products and marketing activity, raise concerns and request delivery updates on key products.
- Notify your line manager/HR manager immediately if you are aware that Health and Safety regulations are not adhered to.

Tate is acting as an Employment Business in relation to this vacancy.