Customer Service Supervisor

If you're a confident person who is passionate about delivering excellent customer service, and has experience managing and motivating a team with a strong, supportive, hands-on management style, then this could be just the job for you. We are looking for a Customer Service Supervisor to join our Parcelhub Customer Services team in Nottingham. Reporting into our Customer Relations Manager you will supervise a team of Customer Service Advisors dealing with queries from our clients, their customers and also the general public. You will be responsible for ensuring the team meets SLAs on service, and that all response times and standards are met in regard to communication with the customers. You will also troubleshoot issues where required, and directly answer escalations. What will set you apart in this role is an ability to read the situation, understand what the desired outcome is for the customer and seek a resolution that delights. On a day-to-day basis you will: Provide a high standard of customer satisfaction and service to a growing client base ensuring that an efficient, courteous and professional manner is upheld at all time. Be visible and available to assist with questions raised by the team providing a point of escalation for issues/complaints from customers, members of the public and staff to develop resolutions. Conduct root cause analysis of complaints received and provide ongoing recommendations/ solutions to improve professionalism and customer service. Provide the necessary feedback, and development to colleagues to improve their accuracy, productivity, quality and overall work standards whilst meeting SLA's. Plan the department rotas and manage day to day activities across the team, monitoring workload and capabilities before allocating work. Manage the performance, attendance and conduct of your team in line with company policies and procedures. Provide mentoring, coaching and training to support performance improvement. Provide the Customer Services Manager and supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs. Build and maintain relationships with sales teams, operations and finance departments to ensure all co-operate effectively and efficiently to service customers. For additional detail please take a look at the attached job description. Keywords: Customer Service Supervisor | Customer Service | Customer Support | Communication | SLAs | IT Literate | Word | Excel | Email | Telephony | Complaints Handling | CRM | Inbound | Administration | Leadership | Management | Contact Centre Additional Information Flexible approach to working hours - will be required to work day-time shifts including regular Saturdays. The role will be primarily office based with opportunity to work from home regularly on agreement with your manager. Essential Skills Typically, we would anticipate a minimum of 3-5 years in a busy Customer Service/Contact Centre environment in order to demonstrate the skills required for this role. Previous experience of managing and motivating a team is also required, including: prioritising workloads; delegating effectively; and working to formal performance management, staff development, disciplinary and grievance procedures. You'll need to be able to demonstrate a passion for delivering exceptional customer service and build relations with internal and external stakeholders and customers. communicate confidently both verbally and in writing with people at all levels using tact, common courtesy, persuasion and discretion to achieve objectives. work collaboratively in a small team to deliver a high quality of service to customers and internal stakeholders. display prompt and effective organisation, planning and decision making with the ability to prioritise workloads to meet deadline. maintain and observe a high degree of professionalism, ensuring confidentiality at all times. competently and confidently use MS Office (MS Word, Excel, PowerPoint and Outlook) and other IT systems to manage, monitor and report key performance indicator information. Desirable Skills Experience within the industry. About Company Whistl are a delivery management company providing efficient, high-quality and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK. Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices. Due to the nature of our business, this role may be subject to a basic DBS check.

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