Back to search
This is a permanent role working Tues 11am-7pm, Wed 9am-5pm, Thurs 10am-6pm, Fri 7.30am-3.30pm, Sat 12-8pm,giving you peace of mind that your working pattern wont change each week.
The Customer Service Team Supervisor will be:
- Supporting the Managers to ensure the team is providing excellent customer service and meeting department SLAs
- Maintaining awareness of contact volumes and resources available to ensure the team is working effectively throughout the day
- Identifying potential issues and communicating them with the Managers
- Managing, capturing, and resolving customer escalations and complaints from the team effectively
- Actively monitoring timekeeping and task adherence across the team
- Visible and accessible to the team
- Conducting a concise up-to-date handover at the end of each shift to the incoming supervisor/team
- Working collaboratively with the Quality & Training team to support the onboarding of new team members
- Supporting management to maintain a happy and motivated team
- Proven experience supervising a customer service team
- An effective communicator who uses diplomacy and sensitivity with a high standard of written and verbal English
- Ability to be assertive in providing constructive feedback and in your decision-making
- Ability to keep calm in a crisis and be highly organised, set priorities, and flex these when needed
- Confidence using IT and learning new software and systems.
