Customer Service Supervisor - Windermere, United Kingdom - Lakeland

Lakeland

Verified Company

Windermere, United Kingdom

1 day ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overall Purpose of the Role:

To effectively develop and manage a team to drive first time resolution and deliver extraordinary customer service

Scope of the Role:

To manage a dynamic team within the front-line customer service operation (based in Windermere and remotely) in conjunction with the Customer Service Manager

Major Accountabilities of Role:

Effectively balance and optimise inshift resource to meet customer demand so that every customer receives extraordinary customer service
Consistently review and manage team performance including realtime adherence and people management e.g. productivity, attendance, and intraday contact volumes
Consistently review and manage colleague performance, through quality assurance and monthly reviews, identifying areas for recognition and improvement
Effectively manage and coach underperformance (team and individual) by focusing on enhancing strengths and overcoming opportunities
Train and coach colleagues to reduce and resolve customer escalations by building their skills and confidence in managing difficult conversations
Support the design and delivery of effective training and coaching to all colleagues across activities to enable improved performance, customer satisfaction, and employee wellbeing
Collaborate with peers and Customer Service leadership to proactively identify opportunities for performance improvement (spotting trends, carrying out root cause analysis, and driving initiatives through to completion)
Manage the daytoday liaison with external agencies supporting customer services to attract talent and minimise colleague attrition

Experience & Capability Requirements:

Knowledge/experience:

Experience in managing a high performing team in a customer service environment is critical
Effective leadership and management skills, shown in prior management of a dynamic team, which demonstrate performance improvement
A drive for performance improvement and a proven ability to be positively demanding of others

Capability:

Authentic servicecentred mindset; with the capability to inspire others to deliver extraordinary service
Can employ excellent communication skills maintain open and honest levels of engagement across the business
Able to envision the endtoend process and make connections across the organisation
Can effectively identify and solve problems to deliver excellent customer service and resolve issues efficiently and in a timely manner
Is committed to continuous improvement and can focus on outcomes over activity by proactively driving effectiveness and efficiency