Customer Service Supervisor (Contact Centre)
Location: Farnborough, GU14
Salary: £27,040 per annum with progression
Working hours: Tues 11-7, Weds 9-5, Thurs 10-6, Fri 7.30-3.30 & Sat 12-8 (with flex).
We are looking for a confident and customer-orientated Customer Services Supervisor to join our client's customer service team within their contact centre.
What you'll do:
- Supporting the Customer Service Managers to ensure the team is providing excellent customer service to customers and that department SLAs are being achieved
- Be fully aware of contact volumes and resources available to ensure the team is working effectively throughout the day to deal with the workload
- Identifying potential issues and communicating them with the management team
- Manage, capture, and resolve customer escalations and complaints effectively
- Actively monitor timekeeping and task adherence across the team, providing immediate feedback to individuals and highlighting persistent concerns to the management team
- Be visible and available by walking the floor
- Conduct a concise up-to-date handover at the end of each shift to the incoming supervisor/team
- Work collaboratively with the Quality & Training team to support the onboarding of new team members with training and advice on best practices and query solutions
- Supporting the management team to maintain a happy and motivated team
Who we're looking for:
- Proven experience in supervising a team, ideally in a contact centre environment
- An effective communicator who uses diplomacy and sensitivity with a high standard of written and verbal English
- Able to be assertive in providing constructive feedback and in your decision-making, ensuring the business needs are prioritised
- Ability to keep calm in a crisis and be highly organised, set priorities, and flex these when needed
What's in it for you:
All the essentials you would expect including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), & great company events local & abroad!
We also provide:
- Your Birthday Day off
- 5 days annual leave carry-over
- An excellent Induction & onboarding program with ongoing learning & development throughout your career
- Family-friendly leave policies
- A choice between Bupa Health Cash Plan or Bupa Private Medical
- Death in service - 4x your annual salary from month 1
- Physical and Mental Wellbeing support and platforms for you and your family
- Enhanced maternity leave - 20 weeks full basic pay after 2 years' service and 26 weeks full basic pay after 3 years' service
- Paternity leave - 4 weeks full pay after probation
- Salary Sacrifice options