Agency

Customer Service Supervisor - Waterbeach

This is an exciting role to take a team lead of between 6 – 10 customer service administration staff, you will report into the Assistant Customer Service Manager.

Seeking a Customer Service Supervisor - Waterbeach

This is an exciting role to take a team lead of between 6 – 10 customer service administration staff, you will report into the Assistant Customer Service Manager. This is a hands-on role whereby your will be actively managing the customers alongside the staff supervision and therefore we will consider anyone who has both Customer Service and staff supervisory experience.

Start: ASAP
Location: Waterbeach, Cambridgeshire
Hours: 08:55am – 17.10pm Monday – Friday (36.25 hour working week) 
Salary: £Negotiable
Benefits: 20 days 8 bank holidays, 2 x salary in life assurance, Auto Enrollment Pension, Employee Assistance Programme for financial and emotional support, discount on merchandise 

Duties:

  • Daily supervision, monitoring and training of 5 – 10 customer service team members
  • Monitor and communicate daily activities, ensuring level of service is at a maximum
  • On-boarding new starters
  • Weekly monitoring of calls and emails
  • Ensure all members of the team have received the required level of training
  • Provide regular performance feedback
  • Tackle staff issues that may arise within the team
  • Quarterly review of process and procedures
  • Lead in communicating and training team members on new/updated processes and procedures
  • Investigate and solve escalated complaints with a customer centric approach
  • Assist with handling phone calls, emails and office workload during busy periods when required
  • Collate and report customer contact centre figures, suggesting opportunities for improvement
  • Working to schedule timetable for telephone coverage roles on a day to day basis, including lunch cover
  • Monitor sickness and communicate absences to relevant team members
  • Holding regular team meetings and ensuring effective communication between all team members

Skills and Experience Required:

  • Experience in Customer Service alongside supervision of staff members
  • Communication skills including excellent telephone manner, and good writing skills
  • Organisational skills and fast accurate keyboard skills
  • Proven team player
  • Multi-skilled

If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.