Customer Service Supervisor - Stockton-on-Tees, United Kingdom - Imperial Workforce

Imperial Workforce

Verified Company

Stockton-on-Tees, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Service Supervisor

Imperial Professionals are delighted to announce that we are working in partnership with a Global Engineering business who are recruiting for a Customer Service Supervisor on a Permanent basis.

Salary:
Up to £30,000 per annum

Contract Type:
Permanent

Location:
Stockton-on-Tees

Hours:
Full Time

Job Purpose

To supervise the Service Team in duties and performance, providing feedback where necessary and encouraging team strengths and challenging weaknesses.

The Supervisor maintains strong working knowledge of company products and services and offers support andinformation to Service team members.

Responsibilities:

Supervise, coach and mentor a service and call centre team within the Home Solutions area of the business.
Supervise the Service Coordinators in accurate completion of daytoday activities.
Manage the service book, service call traffic and planning of all aspects of the services we offer.
Liaise with factories and suppliers ensuring customer service excellence
Support the Finance department to ensure payment / credit terms are adhered to
Ensure the Service team complies with financial regulations, policies, and controls
Embed a performance culture framework and review processes to achieve service levels and improvements across set targets
Ensure service targets and KPI's are continually reviewed, and expectations are met with optimum levels of quality & service delivery
Conduct regular reviews of the service coordinators to ensure accuracy and quality of the sales order process, metrics, and analytics
Prioritise workload and demand on the service coordinators from internal and external requests
Liaise with Sales Operations Manager and Technical Operations Manager to ensure delivery priorities are maintained and revised against changing customer needs
Ensure the delivery of quality customer service
Manage any servicerelated escalation or complaints from internal or external customers
Provide onetoone support and supervision and ensure continuing professional development of reportable staff
Perform line management responsibilities to develop the team and ensure the appropriate global operational cover is maintained
Continuously monitor team's efficiencies ensuring an efficient running team
Day to day personnel and recruitment management activities following the companies' policies and practices
Work with other company managers to ensure a collaborative approach is given to deliver the requirements (e.g., Finance, HR, IT, Technical, SHEQ, Process)
Maintain customer relationships across all our customers and escalate concerns where necessary
To actively live and instil our company values: customer centric, appreciation, integrity, reliability, respect, responsibility
To follow health, safety and environmental guidelines and procedures in respect of personal and department activities
To support holiday cover for the Sales Operations Manager when required
Carry out any other reasonable duties requested

Essentials:

Excellent written and verbal communication and interpersonal skills
Ability to demonstrate results delivery
The ability to use judgement, problem solving skills and initiative to provide information and support and to recognise where issues may need to be referred onwards to be addressed by the Senior Management Team
The ability to work flexibly and respond to changes daily
High standard of IT literacy including accounting software, MS Office, advanced Excel skills.
Demonstrable experience of leadership skills and employee supervision
Demonstrable experience of prioritisation
Demonstrable experience of handling telephone calls preferably within a call centre or help desk role
Demonstrable experience of planning and managing operational processes for maximum efficiency and productivity