Customer Service Senior Supervisor - Farnborough, United Kingdom - Mulberry Recruitment

Mulberry Recruitment
Mulberry Recruitment
Verified Company
Farnborough, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Customer Service Senior Supervisor

Location:
Farnborough

Salary:
£30,000-£32,000

Shift Pattern

Monday-Friday 11:30-8pm


My client based in Farnborough who are in the Fintech industry are seeking a customer service agent to join their friendly team.

We are seeking someone who is hard working, self driven and organised with excellent interpersonal skills. In this role you will be supervising a team and oversee daily performance.


Daily duties
Supporting the MS Managers to ensure the MS team provides excellent customer service to GoHenry members and that we achieve outstanding results by meeting our department SLAs

Improving current processes and defining new ones, ensuring best practice is adopted by the team

Identifying potential issues, gathering evidence and communicating with the relevant stakeholders in the business

Overseeing the Supervisors in ensuring agent adherence and workload is managed according to member contact

volumes across the different channels.

Working with the Resource Planner to ensure schedules are in place and changes are made where needed

Ensure a concise overview is provided to the MS Manager daily, including productivity stats and highlighting any issues and actions taken to date

Reviewing and managing absence and any return to work meetings required

Provide feedback to team members regarding performance and productivity including carrying out performance reviews

Mentoring the supervisor team and giving them direction and support to carry out their jobs well

Working collaboratively with the Q&T team to deliver a culture of continuous development within the team

Carrying out regular performance reviews for agents and setting SMART objectives

Dealing with any escalated member complaints, ensuring all complaints are captured accurately and managed within our target SLAs

Keep fully informed of all updates on products and services, ensuring the team have the information

and understanding they need

Actively supporting the management team to maintain a happy and motivated team and making the office a great place to work


Skill Set
Proven experience in supervising a team, preferably (but not necessarily) in a contact centre environment

Assertive in providing constructive feedback and decision-making, ensuring the business needs are prioritised

Competent knowledge of computer software to prepare reports and documents

Ability to work under pressure in an environment of change, whilst remaining calm in a crisis.

Someone who has creative ideas and a determination to always improve what they do.

Someone who cares and is passionate about what they are doing every day.

Confident with working independently and delivering solutions to issues as they arise.


An optimistic and approachable person that communicates effectively using diplomacy and sensitivity when needed across all levels of the business.

Highly organised, and able to set priorities but show flexibility when needed.


Benefits
Workplace pension scheme

30 days of holiday (including all but 3 public hols).

Your birthday day off

Family-friendly leave policies


Job Types:
Full-time, Permanent


Salary:
£30,000.00-£32,000.00 per year


Benefits:


  • Free parking
  • Onsite parking

Ability to commute/relocate:

  • Farnborough: reliably commute or plan to relocate before starting work (required)

Experience:


  • Retail sales: 1 year (preferred)
Customer Service: 1 year (preferred)


Work Location:
In person


Reference ID:

AP
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