Customer Service Supervisor

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