Support Supervisor - Solihull, United Kingdom - TPP Recruitment
Description
J80988GH_Posted: 19/03/2024
Expiring: 16/04/2024
- Up to £34000 per annum
- Solihull, West Midlands
- ContractAre you experienced in managing high level customer queries, resolving complaints, and ensuring a great customer journey? Do you have leadership experience in a customer service environment, including coaching and training of staff?
TPP are recruiting a Support Supervisor on behalf of our client, an organisation providing membership and solutions to ensure the sustained development of a skilled workforce.
Work setting:
Hybrid (2 days a week from the office)
Salary:
£34,000 per annum
Hours: 12-month FTC, Full-time (37 hours per week)
Location:
Solihull
The Role:
As the Support Supervisor, you will lead the Support team in delivering exceptional customer service.
You will oversee day-to-day operations, ensuring the timely processing of registrations, card production, and distribution, as well as acting as the first line resolution of internal team queries and customer complaints.
Main responsibilities:
- Lead the Support team, ensuring service levels are met for registration processing and customer communication.
- Collaborate with finance to resolve invoicing issues and with marketing to deliver customer communications.
- Act as the first line of resolution for internal team queries and customer complaints.
- Produce reports on customer complaints and trends.
- Ensure compliance with data protection legislation.
- Respond to all incoming customer communications, escalating any issues on a timely basis to the Service Delivery Manager.
- Develop and deliver regular customer surveys providing analysis of the results.
- Review feedback received by the Support team to identify system and process improvements or training needs.
Essential requirements:
- Experience in team leadership in a customer service environment.
- Experience in complaints management.
- Excellent interpersonal skills with a focus on delivering outstanding customer experiences.
- Detailoriented with strong IT and reporting skills.
- Thrive in a fastpaced environment and enjoy working collaboratively with internal and external stakeholders.
- Proactive approach to problemsolving and continuous improvement.
- Strong knowledge of Microsoft Office (especially Word and Excel).
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