About the role
In conjunction with the Customer Service Manager, providing a full professional service for delivered customers and branches whilst ensuring tasks are completed accurately and efficiently, working within business SLA's. Leading and influencing a team of 15 customer service assistants whilst leading by example. Maintaining a good working knowledge of business operations and policies and ensuring a successful implementation of new company policies, procedures and changes to systems as required. .
Role Responsibility
- Supervise and influence a team of Customer Services Assistants, whilst leading by example
- Ability to multitask and assist all team members
- Ensure the Customer Service teams daily tasks are completed accurately and efficiently
- Ensure successful and positive implementation of any new company policies, procedures and system changes
- Require excellent written & verbal communication skills due to continual contact with all aspects of the business
- In conjunction with Customer Service Manager, assist with completion of PDP's / 1-2-1's & JDI's
- Ensure good knowledge of business operations and policies are maintained
- Ability to take ownership, showing resilience when dealing with difficult situations
- Be a good team player with a flexible working attitude
- Strong IT skills are essential
Accountable For:
- Successfully planning and managing team working patterns to meet the needs of the business in conjunction with the Customer Service Manager
- Implementing company policy and procedure changes
- Successfully landing company system changes positively
- Supervise, influence and coach the customer service team, ensuring calls / tickets are completed in compliance with system & company policy in conjunction with the Customer Service Manager
- Ensuring team members provide a professional & positive service, using 121 / PDP & JDI meetings and paperwork
- Provide weekly, monthly reports, identifying trends and suggesting changes as required
- Complete all mandatory training within timeframes given
- Ensure all mandatory training is completed for Customer Service team within timeframes given
- Work with the Customer Service Manager to find continual improvement
- Liaising with & Influencing BC & field Management teams
- Champion diversity and inclusion to ensure everyone feels welcome at Booker
- Build a culture which recognises the right behaviours and makes Booker ‘A Place to Get On'.
You will need
- Experience of leading and developing a team and own personal development
- Proven track record of achieving SLA's
- Strong organisational skills
- Strong operational knowledge and proven experience of Call Centre systems Deskpro / Microlise
- Positive in nature, and driven to exceed performance expectations
- Continuous improvement outlook including ways of working and processes
- Ability to take ownership & influence all aspects of the business
Provide timely updates, highlighting barriers to success to the customer service manager
Whats in it for you
At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:
- A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
- After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
- 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
- Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
- Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
- 50% off health checks at Tesco Pharmacy.
- Exclusive access to discounted RAC breakdown cover rates
- An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
- After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
- Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
- Life Assurance - You are covered for death in service life cover of up to three times annual pay
- Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme for you and your family.
- A great holiday package
About The Company
Be part of something special. Join our team at Booker.
Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country.
Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and service for all our customers.
Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require.
Wherever you join us, you'll be part of an organisation that will help your career to keep moving forward.
- Booker Group is part of Tesco plc, however is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*