Hiring organization
Employment Type
Full-time
Beginning of employment
As soon as possible
Duration of employment
Permanent
Job Location
Middlesbrough, United Kingdom
Working Hours
37.5
Base Salary
££26,300 Per year
Date posted
October 17, 2023
Position title
Customer Service Supervisor
Description
We are looking for a highly motivated and experienced Customer Service Supervisor to lead our dynamic customer service team. This role involves a balance of direct customer interaction, team leadership, and strategic planning to ensure that the customer service department meets its goals for customer satisfaction and contributes to the overall success of the company.
Responsibilities
- Delegating Tasks: Efficiently allocate tasks among team members based on expertise and workload.
- Monitoring Performance: Continuously assess the team’s performance and provide timely feedback.
- On-the-Floor Support: Assist the team by participating in customer service tasks to ensure high-quality service.
- Training and Development: Develop and implement training programs for new hires and ongoing staff development.
- Paperwork and Administration: Responsible for completing necessary paperwork and maintaining records.
- Handling Complaints: Address and resolve complaints from staff and customers in a professional manner.
- Reporting: Keep senior management informed about team performance and customer issues.
- Team Accountability: Foster a customer-centric culture while holding the team accountable for performance and customer satisfaction.
- Performance Metrics: Measure and report key performance indicators to internal stakeholders.
- Continuous Improvement: Use customer feedback and performance metrics to identify opportunities for improvement.
- Insight Sharing: Provide valuable customer data to the marketing and sales departments to support organizational growth and reduce churn.
Qualifications
- A business-related qualification is an advantage but not necessary.
- Good standard of spoken English is required.
- Strong social and communication skills.
- Solid commercial acumen.
- Proficient knowledge of customer service best practices and standard office procedures.
- Outstanding written and verbal communication skills.
Experience
- At least 1 year of experience in customer service, preferably in a supervisory role.
Skills
- Excellent Interpersonal Skills: Ability to build and maintain relationships with both team members and customers.
- Flexibility: Adaptable to various situations and challenges.
- Initiative: Proactive in identifying issues and coming up with solutions.
- Coaching Skills: Strong capability to develop and mentor team members.
- Motivation and Empowerment: A knack for inspiring the team to perform their best.
- Resilience and Wellbeing: Ability to stay calm and focused under pressure.
- Performance Management: Skills in monitoring, evaluating, and enhancing individual and team performance.
If you are a dedicated individual who thrives in a fast-paced, customer-centric environment, we would love to hear from you. Apply now to join our team and contribute to enhancing the customer experience!
Job Benefits
28 days paid holidays for first 3 years
