Customer Service Supervisor

Posted 19 April by ACS Recruitment Solutions Ltd
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Competitive salary
Wootton , Northamptonshire
Permanent, full-time
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Posted by ACS Recruitment Solutions Ltd


Customer Services Team Leader/Supervisor

Fixed term contract to cover Maternity.

Salary  - £12.86ph  - £26,748

Hours – 40 hr working week – 8am – 20:00hrs on a rotational basis, working 5 out of 7  -( 1 in 3 weekends) 

Northampton

We have a great opportunity for a Service Driven Team leader to work for a vibrant and fast paced service delivery team.

The Customer Services Team Leader plays a pivotal role in ensuring exceptional service delivery to clients by effectively managing customer service agents. This is a great opportunity for an individual who is looking to take that next step in their management career – maybe you are currently working as a Senior Customer Service individual who has been looking after a small team,  or someone that is a Team Leader looking to gain exposure as a Supervisor and continue to build your management skills – if so then this could be the perfect role.

Duties

  • Manage labour deployment within teams during shifts to achieve their targets efficiently.
  • Coach and mentor agents to ensure optimal performance and adherence to role requirements.
  • Provide agents with necessary development and support to excel in their roles.
  • Collaborate with other Supervisors to maintain 24-hour depot performance, offering assistance to other shifts as needed.
  • Support agents in implementing Performance Leadership techniques sensibly and effectively.
  • Encourage and facilitate the submission, evaluation, and implementation of Continuous Improvement principles and ideas.
  • Support agents through active floor walking, demonstrating role model behaviour.
  • Ensure respectful treatment of all employees, visitors, and contractors.
  • Take ownership of managing holiday and sickness absence within the shift.
  • Act as a deputy for the Customer Experience Manager when required.
  • Drive personal development by continuously improving knowledge, skills, and awareness.
  • Minimise call wait times to enhance customer satisfaction.
  • Maintain excellent call quality within the team.
  • Provide support to resolve escalated situations.
  • Offer guidance during training sessions to equip agents effectively.
  • Generate regular reports for performance evaluation.
  • Ensure compliance with company procedures among all staff.
  • Promote a proactive approach to GDPR compliance.
  • Develop and implement working practices to boost productivity across the call centre.
  • Assist the Customer Experience Manager in meeting call centre targets.


The Candidate

  • Proven experience in a customer service environment.
  • Strong leadership, coaching, and management skills.
  • Effective communication skills across all levels, with the ability to address challenges appropriately.
  • Proficient problem-solving abilities, utilising initiative to resolve issues.
  • Dedicated team player committed to achieving shared goals.

Application questions

Do you have the required experience?
Are you happy with a FTC?
Are you happy with the requested hours? And able to work them?

Reference: 52504089

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