Customer Service Centre Supervisor

Job title: Customer Service Supervisor

**Salary**: £27,711 - £30,060 pro rata

Hours: 18.5 hours

Contract: Permanent

Location: John Charles Centre for Sport

As a Customer Service Supervisor, you will be joining a team that thrives on serving customers across Leeds.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our

**council values**

and

**ambitions**


**About you**

Are you passionate about delivering customer excellence and who thrives on providing guidance and support to a dedicated team.
- As a customer service supervisor, you will provide a line management responsibility to the customer advisor team with regards shift planning, approver for pay and annual leave, deliver appraisals, training, manage staff under LCC H.R processes such as managing attendance, disciplinary and grievances.
- You will require excellent communication skills to deal with complex enquiries, complaints, and the ability to handle difficult conversations with confidence and empathy.
- The customer Service Supervisor will deal with highly sensitive files and information and will require a high level of data compliance knowledge.
- Experience of direct debit processes is essential and the need to work to deadlines to ensure accurate collection of Direct Debits.
- You will need to have a flexible approach to working with the need to cover shifts over the customer service centre operational times.

**What we offer you**

We take pride in offering the best employee experience, with benefits including:

- a competitive salary and annual leave entitlement plus statutory holidays
- membership of the West Yorkshire Pension Fund with generous employer contributions
- a clear career pathway and continuing professional development opportunities
- a range of
**staff benefits**

to help you boost your wellbeing and make your money go further

**How to apply**

If you have any queries or would like an informal chat about the role please contact Karen Downes,

Tel 0113 376 0398

Interviews will include a discussion around Active Leeds Customer Experience. For information on the service please follow the link

**ABOUT US | Active Leeds**

**We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.**

**We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is recognised in Stonewall’s Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader.**

**Skilled Worker visa**

**on the government website. Please ensure you are eligible before applying.**

**Job Purpose**

As the first point of contact, the primary responsibility of this job is supervise a team of customer service advisors to ensure excellent service is provided to customers who are attempting to contact the service. The job holder will also engage with customers, respond to their queries and provide information regarding the Active Leeds offer.

The role is vital in achieving a high quality and truly integrated service by promoting the image of Active Leeds in a positive way and fully supporting the customer.

The job holder will maintain a polite and professional manner at all time and will work to Active Leeds values.

**Responsibilities**
- To supervise the day to day operation of the Customer Service Centre Team
- To ensure that accurate and timely people metrics are produced and developed as required by the business and appropriate staff cover to meet demands.
- To ensure all personal and financial data is inputted accurately in line with LCCs data compliance policy
- To contribute actively to the development and promotion of customer service.
- To work flexibly to meet the needs of customers, and the ongoing development of the service.
- To identify areas of continuous improvement or added value in relation to all people transactional systems, processes and procedures.
- To ensure departmental targets & KPIs in relation to, booking volumes, call information and management is reported to the Business Membership Manager.
- To deal with prospect enquiries, ensuring efficiency & accuracy, ensuring the best possible first impression
- Proactively handle & book appointments for the facilities team across all of the Centres, building a great relationship with the facilities team to ensure the transition between appointment booking & centre tour/activity is easy & seamless for the prospective member.
- To ensure we offer effective & helpful solutions to members looking to cancel, driving member retention
- Use product knowledge to sell additional services/activities by recognising opportunities to up-sell, and cross-sell across the leisure sites.
- To take payment for memberships via the phone in accordance with LCC finance policies.
- To ensure that members debts are recovered in line wit