Customer Service Supervisor - Sutton, United Kingdom - Reed Business Support

Reed Business Support

Verified Company

Sutton, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Role

To support and coordinate the internal team to deliver exceptional customer service
To be a team player, ready to support colleagues and customers where needed
To set and oversee KPI's for the team, assess and report on their performance
Monitor daily performance of the team, ensure work flow is managed efficiently
To ensure orders are processed accurately and in a timely manner
Training staff and ensuring they have the tools and knowledge for their role
Dealing with complaints, investigating and resolving any issues swiftly
To ensure all prices, administration and customer records are maintained correctly
To quote prices to customers with direction from the Head of Sales
Carry out projects
Responsible for analyzing and reviewing data
Perform outbound calls to customers to identify and create opportunities
Responsible for developing new business
Ensure the correct maintenance of followup procedures and standard measures to potential clients
Ensure the team timetable and perform followupcalls in response to requests for information
Responsible for supporting sales office functions in times of absence and holiday leave.
Responsible for updating the company database with customer information changes and adding new customer details in your areas of responsibility
Conduct monthly reviews and annual appraisals

Competencies
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Customer Service - build a strong focus on service delivery within the team; be thoughtful and thorough in building and maintaining relationships with internal and external customers. Understand and anticipate customer needs and striveto exceed expectations in this area by supporting internal and external customer service improvement initiatives.
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Personal Motivation/Passion and Drive - establish high performance standards and a drive for results. Strive for improvement to own skills, knowledge and behavior and those of your team. Take responsibility for achieving and persevere despiteobstacles.
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Personal Adaptability - work comfortably and effectively in an environment of change. Tackle problems positively, receptive to new ideas and respond with flexibility and optimism.
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Communication - communicate information and change in a timely fashion. Demonstrate co-operation and trust with colleagues and teams. Inspire others to excel by clearly communicating business values and direction. Demonstrate effectivewritten and oral communication.
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Teamwork - work efficiently and effectively in a team environment to achieve shared business targets and goals. Respect and support your fellow colleagues to ensure excellent service delivery to all internal and external customers.
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Integrity - understand and take into account the global nature of the business and work well with team members from other cultures and countries. Listen effectively, understand other points of view