Customer Service Supervisor

**Customer Service Supervisor**

**About Printerpix**

Printerpix is a fast-growing e-commerce brand making waves in the online photo printing & personalized gifting sector. Our team is growing rapidly as we expand into new marketing channels and new markets, and we need you to help us achieve our goals. This is your opportunity to come and join a fast-paced organization that’ll give you the chance to take on responsibility and progress your career quickly.

At Printerpix, we're there for the milestones and the everyday. From a blanket printed with your family photos, to a photobook full of your greatest moments, bringing joy is what we do best.

**About you**

You are a highly motivated, driven leader who thrives in a dynamic work environment. We want people who can take us to the next level with their innovative thinking, problem-solving and passion for success. In return, we’ll invest in you with career development and training.

**The Role**

The role is not suitable for any time-clocking individual, rather it’s for individuals who wish to grow, develop, learn and maximise their time at a global ecommerce company. The Customer Service Supervisor is responsible for leading a team of top performing, goal-oriented customer service representatives in a fast-paced customer care environment. Responsibilities include overseeing the Customer Service Department and monitoring the performance of Customer Service Representatives.

**Key Responsibilities**
- Provide leadership and coaching to a high performing team of Customer Service Representatives to achieve key performance targets.
- Ensuring flawless customer service is delivered to each and every one of our customers at all times & according to our company brand values
- Conducting ongoing evaluation of service and SLAs we provide to our customers in UK & Europe
- Analyse statistics to identify trends and gaps to prepare action plans to improve efficiencies and effectiveness.
- Maintain efficiencies by supporting a positive call centre atmosphere and an overall stimulating work environment.
- Prepare responses to customer complaints and manage chargeback processing.
- Review, communicate and report against all performance objectives and metrics to ensure compliance with key performance targets
- Write and conduct performance evaluations as well as monitor attendance and performance of each employee.
- Manage team performance, including regular performance reviews.

**Requirements**:

- Minimum 3 years plus B2C operations role‚ within an ecommerce retail environment
- Strong leadership and coaching skills to provide constructive feedback in a manner that results in improved performance
- Previous experience of rolling out call centre‚ CRM solutions will be a big plus
- Experienced with call centre analytics and corresponding metrics, ability to analyse data from multiple sources and identify trends and inconsistencies
- Experienced in motivating a large‚ multi-layered‚ multi-lingual service team providing service to customers in UK & Europe
- Strong written and verbal communication skills and superior organisational abilities
- Ability to handle multiple tasks and manage and deliver conflicting priorities
- Must be available to work a flexible schedule with strong planning and time management skills
- Ideally educated to degree level

**Salary**: £28,000.00-£32,000.00 per year

Schedule:

- Day shift

Ability to commute/relocate:

- London, EC2Y 5DN: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- eCommerce: 3 years (preferred)
- Customer Service: 3 years (preferred)