Customer Service Supervisor

Company description:

Over the past few years, LKQ Euro Car Parts has developed into something that is much more than the leading distributor of car and LCV parts. While we continue to focus on our customers across our three key markets (trade, retail and collision), stocking over 100,000 different parts and operating from 280 branches across the UK and the Republic of Ireland, our key focus is on our colleagues – we recognize that our people are our greatest asset.We currently employ over 9,000 colleagues; from logistics and supply chain, to indoor or field based sales, or finance and legal, to marketing, communications and HR - the world really is your oyster when you work for LKQ Euro Car Parts.As part of LKQ Europe and wider LKQ Corporation, a Fortune 500 company and market leader, there are ample opportunities for ambitious individuals to flourish and grow; both personally and professionally.Developing our people is part of our core values at LKQ Euro Car Parts; you don’t just get a job, you get a career when you work with us. Our teams are committed to championing your success, because when you deliver great, so do we.

Job description:

Job Overview

You will supervise the day to day smooth running of the department, motivate the team to drive performance and ensure all activities are competed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic customer service to our customers. In addition to this you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

Why work for LKQ

We are a people first organisation for our colleagues, the customer is at the heart of everything we do, and in turn we put our colleagues at the forefront of our business. As with many of our roles, we are happy to talk about flexible working options, we are committed to supporting a healthy worklife balance. We’re looking for people who love what they do, are passionate about delivering only the very best and make it their business to excel, whatever their role. We strive to support all our employees through their individual career paths and thrive within our business.

Key Responsibilities

• Responsible for retail operations, resources, and customer service within the branch. This includes line management responsibility for the Weekend Retail Assistant leading, coaching, and developing a multi skilled team within the branch.
• Holding regular colleague reviews to strengthen colleague engagement and support development educating, reviewing, and briefing on the importance of a safety first culture.
• Delivering a structured daily briefing to ensure all colleagues are working to deliver a balanced performance across key business metrics and KPI measures in line with business goals and objectives.
• Ensuring all areas of the retail counter always conform to health and safety legislation.
• Ensuring the branch is fully compliant in line with the branch standards to maintain a balanced performance and achieve operational excellence.
• Ensuring the branch is operationally efficient to deliver safety first culture at all times ensuring all retail colleagues complete the relevant E learning modules.
• Leading a retail team with a customer first attitude, prompting a customer focused mindset within the branch ensuring that customer service is at the heart of everything.
• Adhering to the returns, credits, and warranty processes, therefore, enhancing customer experience and creating frictionless processes.
• Maintaining shelf availability through accurate completion of stock movement processes
• Delivering a customer first service through efficient pick to manifest times and achieving all service level agreements SLAs
• Working collaboratively with the operations and sales teams to ensure they are maximizing customer opportunity.
• Minimising customer effort creating frictionless processes by ensuring a robust Click Collect process is placed and adhered to.
• Ensuring the branch is set up for growth through best in class retail stores to outstanding stock management and exceptional SLAs
• Ensuring the retail operations are compliant with the financial audit.

Skills and Experience

• Great communication skills demonstrate the ability to develop customer relationships and drive customer connectivity.
• High levels of focus, energy, and drive.
• Always delivering best in class service to establish customer experience excellence.
• Flexibility of day to day tasks to best support the branch with strategic thinking.

What we offer

• Pension
• 22 days annual leave
• Hapi benefits retail discount
• Staff discount
• Genuine career progression
• Access to a 24 hour Employee Assistance Programme, offering financial and wellbeing support

LKQ Euro Car Parts sits at the heart of the automotive aftermarket, supplying an unrivalled range of vehicle parts to over 18,000 customers through a world class logistics operation in the UK and Ireland. But we are so much more than just a parts supplier, we lead the market through innovative digital and service offerings, supporting our customers every step of the way as they prepare for the future. If you want to start your career with LKQ Euro Car Parts apply now.