customer experience supervisor Work, Jobs in manchester, gtm (with Salaries)

Customer Service Supervisor
Fanatics (International) Limited —Manchester
- Overtime
- Spanish
- Microsoft Excel
- Customer service
- Work from home
Quick apply
Supervisor
Holland & Barrett —Manchester
- £14.52 an hour
- Part-time
- Customer service
- Leadership
- Store discount
- Employee assistance programme
Stocktaker
nGeneration —Manchester
- £26,000 - £28,000 a year
- Weekend availability
- Bar
- Microsoft Excel
- Customer service
Quick apply
Administrative Assistant (All Genders)
FireGlass UK Ltd. —Manchester
- Customer service
- Word processing
- English
Customer Care Agent
ABM UK —Manchester Airport
- Full-time
- Customer service
- Communication skills
- Employee discount
Quick apply
6d
Operations Supervisor
CitySprint —Salford
- £29,000 - £32,000 a year
- Full-time
- Supervising experience
- IT
- Leadership
- Annual leave
Quick apply
Front of House Staff
Get Baked —Manchester
- £12.71 - £13.75 an hour
- Full-time
- Hospitality
- Customer service
- English
- Store discount
- Employee discount
Quick apply
2d
Assistant Operations Manager
Cartridge Save —Stockport
- £40,000 - £45,000 a year
- Full-time
- Hybrid work
- Management
- Customer service
- Supervising experience
- Free parking
- Flexitime
Quick apply
3d
Relief Supervisor
Admiral Slots —Salford
- £12.75 - £13.25 an hour
- Full-time
Quick apply
Part Time Supervisor
Schuh —Stretford
- Part-time
- Customer service
- Supervising experience
- Employee assistance programme
- Employee discount
Operations Supervisor – Rental & Customer Service
Indie Campers —Manchester
- Weekend availability
- English
- Referral programme
Quick apply
Branch Operations Supervisor
Indie Campers —Manchester
- Weekend availability
- English
- Referral programme
Quick apply
Late Shift Supervisor
PRDS —Manchester
- £17.03 an hour
- Full-time
- Forklift
- Supervising experience
- Team management
Quick apply
5d
Supervisor - Manchester Airport
Hugo Boss —Manchester
- Communication skills
Personal Travel Adviser – Manchester
Virgin Atlantic —Manchester
- £27,454 a year
- Weekend availability
- Sales
- Travel
3d
Operations Team Leader
Online Home Shop —Manchester
- Full-time
- Microsoft Word
- Microsoft Excel
- Management
- Free parking
- Employee discount
Quick apply
5d
Room Attendant
Hotelcare —Manchester
- £13 an hour
- Weekend availability
- Hospitality
- Hotel
- Time management
- Flexible schedule
Quick apply
12d
Starbucks Shift Supervisor
EG Group —Manchester
- £13.55 an hour
- Supervising experience
- Employee assistance programme
- Employee discount
Keyholder
Belstaff —Manchester
Quick apply
3d
Operations Supervisor, Quick Commerce
Amazon UK Services Ltd. —Manchester
- Full-time
- Microsoft Word
- Microsoft Outlook
- Microsoft Office

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Customer Service Supervisor

Fanatics (International) Limited -
Manchester

Quick apply

Job details

Full-time

Benefits

Work from home

Qualifications

French
Spanish
Microsoft Excel
Multilingual
Customer service
Analysis skills
Root cause analysis
Leadership
German

Full job description

JOB DESCRIPTION

At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

THE GAME PLAN:

It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics.

SUMMARY:

The Fan Experience Supervisor will shape the Fanatics fan experience through leadership and growth of a customer facing team to help accomplish a range of customer-impacting goals. This is a leader that assists the Operations Manager with customer service skill development, analysing data and decision-making, monitoring SLAs, driving core KPIs, delivering a consistent experience for our fans, achieving productivity, quality metrics, and employee engagement. Supervisors always lead with relentlessly enhancing the fan experience.

You will gain skills and experience in this role working on behalf of the global leader in licensed sports merchandise. We want leaders who lead and work alongside their team, as fan advocates for our fans!

GENERAL RESPONSIBILITIES:

Lead a supportive, growth-mindset culture with all members on the team, including Customer Service Advisors and Team Leads
Consistently monitor and analyse data to drive key KPI's by using data to drive targets including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Average Handle Time, Adherence, Quality & Customer Satisfaction/Customer Delight.
Demonstrated experience analysing data to develop and execute a course of action
Strong problem-solving and analytical skills conducting root cause analysis to identify and share data-driven trends
Natural curiosity that can challenge and transform business processes in a fast-paced environment
Model a culture of ownership in every customer and employee interaction
Value and appreciate customer perspective & handle highly complex and escalated customer contacts to resolution
Inspire a team of Customer Service Advisors and Team Leads to exceed performance expectations in every customer contact
Motivate and develop Advisor and Team Lead skillsets that enable them to perform at their best | Provide clear, constructive feedback
Accountability for Advisor and Team Lead performance, quality, and development
Demonstrate subject matter expertise in Fanatics Customer Experience work procedures and processes
Suggest innovative solutions that improve customer delight and NPS
Support in continuous improvement project efforts that enhance the business/fan experience
Display professionalism working with colleagues and customers
Communicates as a team player and coordinates with multiple departments to ensure real-time KPI goals are maintained throughout operating hours, including hybrid/virtual capacities if needed
Carries out Supervisory responsibilities in accordance with the organization’s policies and applicable laws
Thrive in a fast-paced team environment
Solve the right problem in the right way with the right solution; driving first contact resolution
Maintain the highest level of GDPR compliance and sensitivity to personal customer information
Other Responsibilities may include: interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance, rewarding and coaching opportunities, addressing barriers and problem solving
Meet the fans needs by being available when customer trends and business needs dictate, including potential overtime, nights, weekends and holidays. Must be flexible to work various shifts. 37.5 hours per week. Shifts can be scheduled between the hours of 08:00 - 18:00 Monday-Sunday
Must have home internet 2mbps download speed minimum and a dedicated space required for applicable work from home opportunities. Work from home on weekend shifts required.
Assume additional responsibilities as needed.

Please Note: The responsibilities described herein are intended to be general in nature and do not represent an all-inclusive list of duties and tasks.

EDUCATION & EXPERIENCE:

2 – 3 years of customer service and/or contact centre experience is preferred
Experience in the E-Commerce space preferred
Value and appreciate the omni-channel fan journey
Model a culture of ownership in every interaction
Thrive in a fast-paced environment
Advanced knowledge of Excel, strong verbal, written, and presentation skills
Strong analytical reasoning and problem-solving skills
Passion for sports
Amplify connections with our fans and memorable moments
Ability to maintain composure in high pressure situations
Demonstrated ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures

OTHER: Multi-lingual candidates are encouraged to apply (preferred Spanish, French, and German)

Quick apply

Refine Your Search

customer experience supervisor jobs in manchester, gtm

Customer Service Supervisor

Supervisor

Stocktaker

Administrative Assistant (All Genders)

Customer Care Agent

Operations Supervisor

Front of House Staff

Assistant Operations Manager

Relief Supervisor

Part Time Supervisor

Operations Supervisor – Rental & Customer Service

Branch Operations Supervisor

Late Shift Supervisor

Supervisor - Manchester Airport

Personal Travel Adviser – Manchester

Operations Team Leader

Room Attendant

Starbucks Shift Supervisor

Keyholder

Operations Supervisor, Quick Commerce

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