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Customer Care Supervisor
Location: Hybrid – North West (Home & Office-Based)
Role Overview:
We are seeking an experienced Customer Care Supervisor to lead and develop a high-performing customer operations team. This role is ideal for someone passionate about delivering outstanding customer experiences across both B2C and B2B interactions. The successful candidate will be responsible for overseeing daily operations, driving efficiency, and ensuring service excellence.
Key Responsibilities:
- Lead and support a team to deliver exceptional customer service through multiple channels.
- Use data-driven insights to prioritise tasks, allocate resources, and improve performance.
- Implement process improvements, automation, and digital solutions to enhance efficiency.
- Provide real-time coaching, feedback, and guidance to team members.
- Act as a first-line escalation point for complex customer interactions.
- Collaborate with internal and external stakeholders to enhance service delivery.
- Oversee team performance, attendance, and HR-related processes such as holiday approvals and return-to-work procedures.
Key Skills & Experience:
- Proven background in customer service leadership, with a track record of driving high standards.
- Strong coaching and mentoring skills to develop team performance.
- Analytical mindset with the ability to use data to influence decision-making.
- Process-oriented with a critical thinking approach to problem-solving.
- Ability to work cross-functionally and collaborate effectively with different teams.
Experience working on CRM systems
If you would like any further details on the above role, please forward your CV for consideration. Mpeople, are a recruitment business acting n behalf of our clients, if you do not receive a response within 5 days please presume you have been unsuccessful on this occasion
