Customer Service Supervisor Kilmarnock, Scotland
Job description
A rare and exciting opportunity has arisen in our Kilmarnock HQ for an experienced Customer Services Supervisor.
The purpose of the role is to support the Customer Services Management Team and ensure all KPIs and objectives are delivered and be the first point of contact for all Customer Service Assistants.
The successful candidate will play a large part in the training of new staff and being a bridge between Customer Service staff and Managers.
Role Specific
- Managing a team of Customer Service Assistants in a fast paced, high pressured environment
- Support the Customer Service Manager to ensure the department, staff and yourself are offering a world class service
- Assist the training manager in the roll out of all department training and refresher sessions.
- Supporting all new and seasonal team members in their new role
- Responsible for overseeing contact volumes and ensuring all areas of contact are within SLA
- Focused on achieving and exceeding targets set by your manager and communicate these to the Customer Service Team
- Managing the flow of complaint escalations
- Being the ‘who to go to’ for staff support during allocated time periods of your shift
- Supporting Head Office team correct issues which cause delays in the customer journey with us (Click & Collect, Tablet Orders, Refunds, Next Day delays)
- Responsible for opening and closing the department
- Assist in all financial areas the department handle including direct payments, BACs, refund and exchanges whilst being GDPR compliant at all times
- Confidently make use of the relevant reports and, where necessary, take appropriate action.
- Providing constructive feedback on a weekly basis to staff
Additional role specific that you may be responsible for
- Any other duties that maybe required
Additional Responsibilities
- Contributing to a safe working environment
- Contribute to a safe working environment by being aware of, and adhering to, GDPR, legislative and health and safety requirements of the workplace
Accountability
- Uphold OFFICE’s reputation by being a great ambassador for the brand
- Bring ideas to management on how ongoing improvements can be achieved
Development of self and others
- Take ownership for own development and participate in a coaching and feedback culture
- Achieve agreed company objectives; attend training sessions, team meetings as requested
Requirements
- Experience of working within a Customer Services Department
- Experienced in Microsoft Office • Experience of delivering training on a group and one-to-one basis
- Possess leadership qualities and be quick to adapt to change
- Able to think quickly on your feet and make appropriate business decisions
- Independently able to make decisions and defend these decisions if challenged
- Work flexibly and be prepared to go the extra mile if required
- Able to work additional hours if required to assist the team during busy periods
- Supervisory/Management experience would be an advantage
- Ability to multi-task efficiently
Job Types: Full-time, Permanent
Benefits:
- Employee discount
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Kilmarnock, KA2 0BA: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service: 1 year (preferred)
Work Location: In person
Reference ID: CSS
