Job 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 labor 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 24-hour 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 trailing of Continuous Improvement principles and ideas within their shift.

Visibly support their agents through floor walking.

Always demonstrate role model behavior and treat every employee, visitor or contractor with respect, courtesy and dignity.

Overall accountability on their shift for holiday and sickness absence.

Deputies 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



Our business is expanding and growing at a remarkable rate, which means you can look forward to a rewarding and exciting future with great development opportunities in an increasingly successful and expanding company. This is a fantastic opportunity if you are keen to take on a new challenge in a friendly environment. Apply now and a member of our recruitment team will be in touch.

Salary:

30,750

Rate:

Annual Salary

Department:

Customer Experience

Shift Pattern:

Varied - 8am - 5pm - 11 - 8pm and Weekend Work Required

Vacancy Type:

Permanent

Location:

Lodge Farm Industrial Estate, Northampton