Customer Service Supervisor - Northampton, United Kingdom - Panther Group

Panther Group

Verified Company

Northampton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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