Position title
Customer Service Supervisor
Description
We are actively seeking a Customer Service Supervisor who is not only highly motivated but also brings substantial experience to spearhead our vibrant customer service team. This pivotal role requires a blend of hands-on customer engagement, effective team leadership, and strategic planning. The goal is to ensure that our customer service department not only achieves its objectives in customer satisfaction but also plays a pivotal role in the overall success of our company.
Responsibilities
- Delegating Tasks:
- Efficiently distribute tasks among team members based on their expertise and current workload.
- Monitoring Performance:
- Continuously evaluate the team's performance and offer timely feedback for improvement.
- On-the-Floor Support:
- Participate in customer service tasks to actively support the team in delivering high-quality service.
- Training and Development:
- Design and implement comprehensive training programs for both new hires and ongoing staff development.
- Paperwork and Administration:
- Take charge of completing necessary paperwork and maintaining accurate records.
- Handling Complaints:
- Address and resolve both staff and customer complaints in a professional and effective manner.
- Reporting:
- Keep senior management well-informed about team performance and promptly report customer issues.
- Team Accountability:
- Cultivate a customer-centric culture within the team, ensuring accountability for performance and customer satisfaction.
- Performance Metrics:
- Measure and report key performance indicators to internal stakeholders for informed decision-making.
- Continuous Improvement:
- Utilize customer feedback and performance metrics to identify and capitalize on opportunities for continuous improvement.
- Insight Sharing:
- Provide valuable customer data to the marketing and sales departments, contributing to organizational growth and reducing churn.
Qualifications
- Business-related qualification is advantageous but not mandatory.
- Proficiency in spoken English is a prerequisite.
- Strong social and communication skills are essential.
- Solid commercial acumen is highly valued.
- Proficient knowledge of customer service best practices and standard office procedures is necessary.
- Outstanding written and verbal communication skills are a must.
Experience
- Minimum of 1 year of experience in customer service, with a preference for experience in a supervisory position."
Skills
- Proficient Interpersonal Skills:
- Demonstrates excellence in building and sustaining relationships with both team members and customers.
- Adaptive Flexibility:
- Capable of adjusting to various situations and effectively handling challenges.
- Proactive Initiative:
- Takes a proactive approach in identifying issues and formulating effective solutions.
- Effective Coaching Abilities:
- Exhibits strong capabilities in developing and mentoring team members.
- Motivational Leadership:
- Possesses a natural ability to inspire the team, fostering optimal performance.
- Resilience and Wellbeing:
- Maintains composure and focus under pressure, ensuring personal and team well-being.
- Expertise in Performance Management:
- Possesses skills in monitoring, evaluating, and enhancing both individual and team performance.
Job Benefits
28 days paid holidays
Hiring organization
Employment Type
Full-time
Beginning of employment
ASAP
Duration of employment
Permanent
Job Location
London, UK
Working Hours
37.5
Base Salary
£26,300 Per year
Date posted
15 January 2024
