Customer Service Supervisor

Posted 4 days ago by TJX Europe Limited

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We’re always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Explore career opportunities at TJX, a Fortune 100 company and the world’s leading off-price retailer of clothing and homeware worldwide. Our retail chains include TK Maxx in the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands, as well as HomeSense and in the United Kingdom; TK Maxx in Australia; TJ Maxx, Marshalls, HomeGoods, Sierra Trading Post and Homesense, as well as and in the United States; and Winners, HomeSense and Marshalls in Canada. In 2016, TJX had over $33 billion in sales, more than 3,800 shops and 235,000 Associates. As a retailer committed to growth, success is always in style at TJX!

For our international Customer Service team based in our Head Office in Watford we are currently looking for a Supervisor.

As Customer Service Supervisor you will be leading a team of advisors who work with customers across our offices and stores in Europe.

You will be responsible for the effective set up of your team, the delivery of exceptional service to all our customers. Your work and feedback will help the business to be aware of the impact of their decisions on our customers and ensure that our teams, systems and processes grow as consumer needs evolve.

Key Responsibilities:

 Provide quality and personalised responses/ proactive contacts to a wide variety of customer queries using email, phone and social media channels.

 Own the escalation process for more serious customer issues, providing appropriate, quality and personalised responses, recording information and updating key systems as required to provide a clear audit trail.

 Leave all customers with a good impression of TJX Europe.

 Manage a small team of Customer Service Team Leaders, ensuring they and their teams are delivering high quality customer service.

 Monitor and measure overall performance, identify development areas and work with the appropriate Team Leaders to implement action.

 Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible.

 Set individual objectives for all the team and provide regular feedback on performance.

 Partner with key internal departments to ensure a swift resolution of customer problems and that the Customer Service department is aware of business developments that may impact the customer

 Be aware of trends causing customers to be dissatisfied with our service and ensure that these are communicated to relevant parts of the wider business.

 Monitor and review internal processes, identifying areas for improvement and communicating to Customer Service Managers. Be actively involved in improvement plans.

 Be responsible for team achieving key targets/ SLAs set by the business.

 Adhere to customer confidentiality guidance, data protection legislation and risk procedures.

Key Skills, Knowledge & Experience

 Experience of front line customer service, in a query based Experience of managing people, ideally in a Customer Service

 An excellent understanding of what makes great customer service and a desire to deliver it.

 Patience and the ability to empathise and build rapport with customers.

 Tenacity and willingness to own a problem through to resolution.

 Attention to detail and administration skills, for note taking and keeping track of multiple tasks at once.

 Good communication skills, with excellent written and spoken English, good listening skills and strong numerical ability.

 IT literate with good keyboard and internet skills.

 Happy to work in a rota system, and be able to work weekends and/ or evenings.

What's In It For You?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. Apply now.

Reference: 36081574

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