Customer Service Supervisor

Posted Yesterday by Bailey Employment Services

Based in Corsham, working Monday to Friday, Onsite parking.

Job Purpose:

To efficiently manage a small team ensuring a high level of service is provided through effective resourcing, accuracy and completion of activities within agreed time frames and to a high standard.

To monitor reporting tools ensuring KPIs achieved and a high level of customer service is being maintained.

To drive and process improvements by cross training to effectively manage and improve work flow and customer experience.

Key Responsibilities:

To manage and motivate team, effective resource planning, setting and monitoring individual objectives and KPIs

To ensure effective resourcing across departments

Daily review of workloads and distributing effectively across team members to maintain service levels providing support where necessary

High service standards are achieved

Clear standards set, communicated and realised across department through audits, quality checks, customer feedback

To improve service standards within department and ensure these standards are achieved and maintained across all areas.

Creation of various reports and analysis of performance through effective use of KPIs and any other associated data.

Assist with the development of the Customer Services and Admin Teams providing local coaching and cross-skilling to assist with the continuous improvement of service standards.

Working Relationships:

Managing a small team

Working closely with Operations to ensure a consistent high level of customer service is provided together with delivery of KPIs.

Building relationships with Customers to deal with more complex queries and complaints.

Job Requirements:

Excellent and proven supervisory skills

High level of analytical capability driving improvements

Intermediate Excel, Word and Powerpoint skills

Excellent communication skills both written and oral ability

Attention to detail and accuracy with effective prioritisation

To apply for this please contact Matt Phillips or KatJoad at Bailey Employment Services Melksham Wiltshire.

Reference: 33375815

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