Position: Mid-Senior level
Job type: Full-time
Job content
Customer Service Supervisor Imperial Professionals are delighted to announce that we are working in partnership with a Global Engineering business who are recruiting for a Customer Service Supervisor on a Permanent basis.
Salary: Up to £30,000 per annum Contract Type: Permanent
Location: Stockton-on-Tees
Hours: Full Time Job Purpose To supervise the Service Team in duties and performance, providing feedback where necessary and encouraging team strengths and challenging weaknesses. The Supervisor maintains strong working knowledge of company products and services and offers support and information to Service team members. Responsibilities:-Supervise, coach and mentor a service and call centre team within the Home Solutions area of the business. Supervise the Service Coordinators in accurate completion of day-to-day activities.Manage the service book, service call traffic and planning of all aspects of the services we offer.Liaise with factories and suppliers ensuring customer service excellenceSupport the Finance department to ensure payment / credit terms are adhered toEnsure the Service team complies with financial regulations, policies, and controlsEmbed a performance culture framework and review processes to achieve service levels and improvements across set targetsEnsure service targets and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service deliveryConduct regular reviews of the service coordinators to ensure accuracy and quality of the sales order process, metrics, and analyticsPrioritise workload and demand on the service coordinators from internal and external requestsLiaise with Sales Operations Manager and Technical Operations Manager to ensure delivery priorities are maintained and revised against changing customer needsEnsure the delivery of quality customer serviceManage any service-related escalation or complaints from internal or external customersProvide one-to-one support and supervision and ensure continuing professional development of reportable staffPerform line management responsibilities to develop the team and ensure the appropriate global operational cover is maintainedContinuously monitor team’s efficiencies ensuring an efficient running teamDay to day personnel and recruitment management activities following the companies’ policies and practicesWork with other company managers to ensure a collaborative approach is given to deliver the requirements (e.g., Finance, HR, IT, Technical, SHEQ, Process)Maintain customer relationships across all our customers and escalate concerns where necessaryTo actively live and instil our company values: customer centric, appreciation, integrity, reliability, respect, responsibilityTo follow health, safety and environmental guidelines and procedures in respect of personal and department activitiesTo support holiday cover for the Sales Operations Manager when requiredCarry out any other reasonable duties requested Essentials: Excellent written and verbal communication and interpersonal skills Ability to demonstrate results delivery The ability to use judgement, problem solving skills and initiative to provide information and support and to recognise where issues may need to be referred onwards to be addressed by the Senior Management Team The ability to work flexibly and respond to changes daily High standard of IT literacy including accounting software, MS Office, advanced Excel skills. Demonstrable experience of leadership skills and employee supervision Demonstrable experience of prioritisation Demonstrable experience of handling telephone calls preferably within a call centre or help desk role Demonstrable experience of planning and managing operational processes for maximum efficiency and productivity For more information on this opportunity please feel free to contact Imperial Professionals. Due to the high volume of applications that we receive we may not be able to respond to every application, however, if you do not get a response within 7 days, please consider your application for this opportunity unsuccessful but we will keep your details on file for other opportunities
Deadline: 16-07-2024
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