Customer Service Supervisor - Felixstowe, United Kingdom - Uniserve Group

Uniserve Group

Verified Company

Felixstowe, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties such as ensuring they provide excellent customer service and responding to customer inquiries and resolving issues or queries.

Key Responsibilities:

Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
Monitors or reviews calls or other correspondence between representatives and customers.
Ensures that the Customer Service team completes all daily tasks to a high standard, constantly monitoring the team's performance.
Trains new employees in the company's customer service policies, procedures, and best practices and ensures they can competently cover all functions within the team.
Organizes and oversees the schedules and work of assigned staff, delegating tasks as necessary.
Ensure all bookings and releases are actioned timely and accurately, liaising with all relevant people, internally and externally.
Ensures that representatives are informed about changes to company products and services.
Prepares monthly reports summarizing the assigned customer service team's performance.
Prepares knowledgebased documents such as help guide booklets and summaries and responses to frequently asked questions.
Identifies opportunities to update or improve customer service procedures and makes recommendations to the Operations Manager or other appropriate staff.
Performs other related duties as assigned.
Ensures that any disciplinary issues are raised to the Operations Manager as needed and in accordance with company policy.
Assisting the team by performing tasks when required, for example when staff are sick or on holiday.

Skills, Knowledge and Expertise:

Excellent management and supervisory skills.
Excellent verbal and written communication skills.
Excellent time management skills.
Extensive knowledge of customer service procedures and principles.
Organized with attention to detail.
Ability to resolve customer queries and issues while maintaining a professional and calm demeanour.
Ability to coach and mentor customer service representatives.
Ability to makes decisions under pressure.
Proficient in Microsoft Office Suite or related software.
Proficient in TOPS and other related systems.
Education and Experience:
At least three years of customer service experience required.
Previous experience in a supervisory role preferred.
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.

Benefits:

Uniserve is the UK's largest independent Global Logistics, Trade Management and Technology Group.

As well as competitive pay and annual salary reviews, we offer:

Competitive Salary
Competitive Bonus
Pension Scheme.
Annual Salary Review
Free Eye Test and £60 Vouchers towards glasses
Interest Free Company Loan
Free On-Site Parking
Referral Bonus up to £750 per person you refer to work at Uniserve
Care first Lifestyle programme
Flu jabs annually on site or vouchers.
Life Assurance
Electric vehicle charging points at work
Flexible Career Pathway with tailored L&D
Supply Chain Academy education courses including Masters and MBA

About Uniserve Group:

Established in 1984, Uniserve is the largest British privately owned international freight and logistics company. Working with an unrivalled network of professional partners across the world.

We are experts in all major Global trade markets and specialists in Europe, China, South East Asia, and the Indian Subcontinent.