Customer Service Manager

Letchworth Garden City

  • Job Summary:

    The Customer Service Supervisor will plan, organise and direct the work of all Customer Service employees to deliver excellent and high-standard customer service support to internal and external customers. The Customer Service Supervisor is responsible for ensuring compliance amongst representatives of all Customer Service operational policies and procedures. The supervisor will also train, coach, and mentor direct reports on how to deliver the best customer service experience possible. The Customer Service Supervisor is responsible for ensuring the efficiency and accuracy of all transaction processing.

    Essential Job Functions:

  • 1. Coordinates, supervises and is accountable for the daily/weekly/monthly activities of all direct reports. Coordinates month-end and year-end activities to ensure all transactions are processed. Ensures back-up personnel is fully trained and available when needed.

    2. Sets priorities for the team to ensure task completion and performance goals are met, such as Adherence, and Service Level.

    3. Coordinates work activities with other supervisors, managers, departments, etc.

    4. Identifies and resolves operational problems using defined processes, expertise and judgment.

    5. Provides coaching, development, and feedback to onsite and remote employees, including formal progressive discipline. Also, conducts performance reviews for employees. Reviews employee performance for necessary retraining opportunities and determines appropriate plan of action.

    6. Review emails promptly serving with a since of urgency to meet internal as well as external needs; communicating next steps and plan of action. Researching information for accuracy prior to responding.

    7. Responsible for ensuring accuracy of department month-end reporting data.

    8. Develop and implement strategic and operational plans; ensuring that key objectives are met daily.

    9. Forecast staffing needs ensuring that overtime is not utilised unless necessary to support overall organisational goals. Set guidelines of workflow and productivity upon approval of overtime and disseminate to employees when a need arises.

    10. Facilitate and participate in a climate of cohesiveness, cooperation and enthusiasm within work group and externally as well.

    Skills, Education and Experience Requirements:

    Skills

    • - Strong interpersonal and verbal as well as written communication skills.
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    • - Demonstrated facilitation experience: the supervisor will be leading team meetings, reporting out to business managers and directors.
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    • - Ability to plan and coordinate with department, as well as with other departments.
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    • - Ability to foster a sense of energy, ownership, and personal commitment to the work.
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    • - Ability to inspire team to excel, while promoting a positive work environment.
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    • - Demonstrated ability to effectively train and convey concise instructions relative to new hire - training, and/or ongoing training of existing Customer Service staff.
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    • - Demonstrated ability to evaluate personnel performance and implement corrective actions when necessary.
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    • - Ability to recognise and interpret significant business and operational developments affecting the departments service levels. Thereby, escalating and advising necessary changes or corrections.
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    • - Ability to successfully and confidently convey organizational time sensitive information exuding ownership to direct reports.
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    • - Exceptional customer service, negotiation, and influencing skills.
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    • - Able to effectively manage remote employees.
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    • - Ability to work a flexible schedule, and travel as needed to meet business goals and objectives.
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    • - Intermediate Microsoft Office skill especially Word, Excel and PowerPoint.
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    Education and Experience

  • - Associates Degree in related field.
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  • - 5+ years of Customer Service experience; preferred in a call centre type of environment, or equivalent combination of work experience and/or education.
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  • - Bachelor degree in related field preferred.
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  • - Prior supervisory experience preferred.

To apply please email fionawalters@hcexec.co.uk