Customer Service Supervisor - Northampton, United Kingdom - Panther Group
Description
An exciting opportunity has arisen to be a part of a team where no two days are ever the same We strive to deliver an outstanding service to our customers and your role as a Customer Service Supervisor is key to this.
You will be leading and coaching a team of Customer Service Agents to provide the best possible service to our clients and customers - providing advice and guidance to ensure they are reaching their targets and taking ownership of calls.
Duties and Responsibilities
- Oversee labour deployment within teams on their shift, ensuring that the throughout targets are achieved in the most efficient way possible.
- Coach and mentor the agents on their shift to ensure they are fulfilling their roles with appropriate results and in the correct manner.
- Ensure that the agents receive the appropriate development and support to achieve within and beyond their role.
- In conjunction with the other Supervisors, be jointly accountable for the 24hour performance of the depot, assisting other shifts to achieve this where necessary
- Support operatives in employing sensible, balanced, and appropriate Performance Leadership techniques.
- Actively support and encourage the submission, evaluation and trialling of Continuous Improvement principles and ideas within their shift.
- Visibly support their agents through floor walking.
- Always demonstrate role model behaviour and treat every employee, visitor or contractor with respect, courtesy and dignity.
- Overall accountability on their shift for holiday and sickness absence.
- Deputise for the Customer Experience Manager as and when required.
- Take full accountability for their own personal development, ensuring that they continually drive to improve their own performance through increased knowledge, skills, and awareness.
Skills and Experience
- Demonstrable experience within a customer service environment
- Excellent leadership, coaching and management skills.
- Strong communication skills at all levels, with the ability to appropriately challenge.
- A confident problem solver, using initiative to resolve issues as they arise.
- Dedicated team player
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