Customer Service Supervisor (Contact Centre)
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| Job Type | Permanent Full Time |
| Location | Farnborough |
| Area | Farnborough, Hampshire |
| Sector | Team LeadersManagement - Customer Services Manager |
| Salary | £27040 rising to £30,106 |
| Advertiser | Selecto Recruitment |
| Telephone | 01142999060 |
| Job Ref | DR989383 |
| Job Views | 880 |
- Description
- Customer Service Supervisor (Contact Centre)
Salary: £27,040 rising to £30,106 per annum
Location: Farnborough
Working hours: The rota for this position is Sun 10-6, Mon & Tues 2-10, Weds 10-6, & Thurs 7:30-3:30 with some flexibility to work different hours as and when needed.
Our client is a London and New York-based fintech company that pioneered the youth fintech and financial education category. They are on a mission to make every kid smart with money and to delight our community of 2 million parents, kids, and teens with innovative, market-leading tools to help parents raise financially healthy kids.
Due to continued growth, we’re helping them to recruit for a driven and inspirational Customer Service Team Leader.
Your team will be dealing with queries across a variety of channels including inbound calls, web chat, email, and social media.
We’re looking for someone tech-savvy, personable and forward-thinking.
Experience of leading & managing a team in a customer service (ideally contact centre) environment is a must. If this sounds like you, we’d love to hear from you!
About the role
· Ensuring the customer service team is providing the best possible level of customer service
· Assigning work effectively throughout the day to deal with the workload to meet the
department SLAs
· Resolving customer escalations from the customer service team including effective management and capture of member complaints
· Monitor timekeeping and task adherence across the team, providing immediate
feedback to individuals and highlighting any persistent concerns to the management team
· Conducting a concise handover at the end of each shift to the incoming supervisor/team
· Supporting the onboarding of new team members with training and advice on best practice and query solutions
· Effectively communicating any issues to the relevant internal department as appropriate
· Working collaboratively with the Team Coaches to support the onboarding of new team
· members
· Supporting management team to maintain a happy and motivated team
What we’re looking for
· Proven experience of supervising a team, preferably (but not necessarily) in a contact centre
· environment
· An effective communicator who uses diplomacy and sensitivity when needed
· A problem solver who can assess a situation and identify possible solutions
· A confident and approachable people person
· Someone who cares and is passionate about what they are doing every day!
· An ability to be super organised, set priorities but be able to flex these when needed!
· Someone who can keep calm in a crisis
· Confident use of computer software to prepare reports and documents
Employee Perks & Benefits
· Competitive salary
· Free tea, coffee and fruit
· Workplace pension scheme
· 30 days of holiday (including all but 3 public hols).
· Flexible public holidays
· Your birthday day off
· Family-friendly leave policies
· Death in service
· Enhanced maternity leave
· Paternity leave
· Westfield Cash Health Plan* (for you and your children)
· Westfield surgery plan after 3 years’ service
· Westfield Rewards (receive discounts at over 600 retailers)
· Mental health platform – Open up
· Calm – the No.1 app for sleep and meditation
· 5 days annual leave carry over
· Cycle to work scheme
Call centre / contact centre / team leader / team coach / team manager / sales manager / B2B / B2C / outsourcer / performance management / supervisor / manager / team lead / team senior
