Individuals'Job Overview
We are seeking an experienced and dynamic Customer Service Supervisor to lead our customer support team. This role involves overseeing daily operations, ensuring excellent service delivery, and fostering a positive environment for both staff and clients. The ideal candidate will possess strong leadership qualities, excellent communication skills, and the ability to manage multiple tasks efficiently. Multilingual capabilities, are highly desirable to effectively serve our diverse customer base.
Responsibilities -Include but are not limited to
- The day-to-day organisation of the customer service team
- Ensuring that all customer queries are dealt with effciently and politely and orders are procrssed promptly.
- Training the team and creating and managing training materials
- Planning the daily rota and reallocating individuals' training materials
- Monitoring KPIs across the department to ensure our customers' needs are met.
- Providing outstanding customer service, working independently, and leading a busy team.
- Acts as an escalation point for more serious customer service issues.
- All training plans are written and kept up to date
- Take responsibility in the absence of the CSM
- Support/testing of new process
- Take a leading role in the efficiency of the department
- Report and issues to the Customer Service Manager
- Knowledge of Netsuit
Requirements
- Proven experience in supervising or managing a customer service team.
- Strong leadership skills with the ability to motivate and develop staff effectively.
- Excellent communication skills
- Analytical skills to interpret data, identify trends, and develop actionable insights.
- Demonstrated ability to handle complex situations with professionalism and tact.
- Organised with the capacity to manage multiple priorities in a fast-paced environment.
- Experience in analysing service metrics and implementing process improvements.
- Supervising experience within a customer support setting is essential. This position offers an exciting opportunity for a dedicated professional to lead a vibrant team dedicated to delivering outstanding customer service across diverse markets.
Job Types: Full-time, Permanent
Pay: £27,000.00-£29,000.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
