Kenny Recruit are working with a highly reputable retail company, to find a motivated, experienced and approachable Customer Care Supervisor, on a permanent basis.
This role will support the Customer Care Manager, you will oversee the team on a day to day basis, you will have a hands-on approach and the ability to lead by example.
You/the team will be responsible for dealing with all queries but also responsible for ensuring an exceptional experience for all customers. You and the team will need to send carefully written emails, arrange replacement products, or carefully put together online help centres to allow customers to find the answers to their questions themselves.
Pay: £30,000 - £35,000 per annum (dependant on experience) + benefits
Location: Central London (hybrid working model)
Working hours: 9am-6pm
Responsibilities:
- Supporting the Customer Care Manager with the day-to-day management of the Customer Care team, ensuring high levels of productivity, quality, and continuous training.
- Responding to tickets alongside the team, with a focus on managing escalations and difficult cases.
- Managing, gathering and reporting on customer data to provide other departments with customer and product insights to ensure continuous business improvements.
- On-boarding and training of new team members.
- Managing the internal Customer Care knowledge base, ensuring this is always up to date
- Liaising with other internal teams to problem solve and resolve customer issues.
Requirements:
- Over 2 years of experience as a senior advisor or a supervisor within a Customer Service department.
- A 'people' person: you're empathetic with your team and customers and have excellent communication skills, both written and verbal.
- A high level of attention to detail when answering customer tickets and reviewing team responses to maintain quality and consistency.
- Experience managing complex customer queries and escalations.
- Experience using a Helpdesk such as Zendesk or Gorgias.
Next Steps...
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