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Customer Service Supervisor
| Posting date: | 02 October 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 01 November 2024 |
| Location: | Equity House Irthlingborough Road Wellingborough, NN8 1LT |
| Company: | Booker Group |
| Job type: | Permanent |
| Job reference: | 23438 |
Summary
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. .
- 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’.
- 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