Job Ref: 213968414

Date: 2021-06-14 11:39:52

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Job Title: Customer Service Supervisor

Location: Amersham, HP79FB

Salary: 23k per annum

Job Purpose

Your main responsibility will be to manage all escalated incoming contacts to the Customer Service Team effectively, resolving customer and store queries and complaints. Supervising and offering support to the in-house Customer Service Team and also the out sourced call centre agents.

Due to the seasonal nature of our business, a flexible approach to working hours is essential

Responsibilities

To ensure that the customer journey is positive and productive for both our customers and the business
To ensure that all contacts are accurately recorded on internal systems to allow for efficient service and quality reporting
To respond to customer and store contacts in a polite and professional manner, keeping within set service level targets
To resolve order issues i.e. oversells and rejected orders, keeping the customer fully informed
To encourage sales when in contact with customers, offering product advice and related add-ons
To offer advice and support to our store network when order or customer service issues are reported
To manage the customer communication between us and our various third party channels
To resolve disputes raised on any of our shopping platforms
To liaise with our carriers and submit claims for lost packages or late deliveries
To ensure that the team fulfil all daily tasks in keeping with agreed KPI’s
To be the first point of escalation in the complaints process
Monitor and resolve any escalated issues from our outsourced call centre agents
Assist with the Fraud Management System, evaluating orders and either accepting or rejecting them, following company protocol
Plan team shift patterns and rotas to ensure resource is effectively used
To provide training and pastoral care to the customer service team
To monitor the quality of the team’s verbal and written communications, offering advice, support and feedback to aid improved service
Mission & Values

Demonstrates the Company's values in behaviour.

Works toward the company mission.
Skills & Experience

Previous supervisory experience is essential, preferably in a previous Customer Service role
Well spoken, polite and friendly demeanour with an excellent telephone manner
Retail and trading standards experience would be an advantage although training will be given
Empathetic to our customer needs and concerns with an ability to resolve problems with an equal concern for customer satisfaction and business loyalty
Strong PC skills including Excel, Word and Outlook
Able to work well under pressure and be confident in decision making
Skilled at training and mentoring an in-house and also a remote customer service team
Confident when dealing with other business departments
Competencies

Enthusiasm: Can demonstrate enthusiasm in their work, in the brand, and in the product ranges. Can embrace our mission and vision. Understands the importance of fun, and has a positive ‘can-do’ attitude.

Proactive: Quick to act and able to initiate enterprise within functional responsibility reflecting line manager's goals.

Competitive: Seeks to be the best and excel in their work. Focused on sales performance.

Accountable: Able to give account and take responsibility for actions, is open and non-defensive towards feedback.

Flexible: Is flexible to adopt his/her methods and judgments in light of change and new goals. Deals effectively with the unpredictable and uncertain.

Thinking agility: Assimilates data and explores options from different perspectives to make effective judgments.

Implementation focus: Delivers against agreed objectives, plans and deadlines. Personally committed to achieving targets

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