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Customer Service Supervisor

Location: Farnborough

Salary: £27,040

Hours: Tues 11-7, Weds 9-5, Thurs 10-6, Fri 7.30-3.30 & Sat 12-8

My client is a UK-based fintech company based in Farnborough and they are looking for a confident and customer orientated Customer Service Supervisor to come on board and join their friendly team.

Responsibilities:

Supporting the Customer Service Team Managers to ensure the team is providing excellent customer service to customers and that we are meeting our department SLA’s

Be fully aware of contact volumes and resources available to ensure the team is working effectively throughout the day to deal with the workload

Identifying potential issues and communicating them with the Customer Service management team

Manage, capture, and resolve customer escalations and complaints from the Customer Service Team effectively

Actively monitor timekeeping and task adherence across the team, providing immediate feedback to individuals and highlighting persistent concerns to the management team

Be visible and available by walking the floor

Conduct a concise up-to-date handover at the end of each shift to the incoming supervisor/team

Work collaboratively with the Quality & Training team to support the onboarding of new team members with training and advice on best practices and query solutions

Supporting the management team to maintain a happy and motivated team

Skills & Experience:

Proven experience in supervising a team, ideally in a contact centre environment

An effective communicator who uses diplomacy and sensitivity with a high standard of written and verbal English

Able to be assertive in providing constructive feedback and in your decision-making, ensuring the business needs are prioritised

Ability to keep calm in a crisis and be highly organised, set priorities, and flex these when needed

Benefits:

All the essentials you would expect including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), & great company events local & abroad!

Your Birthday Day off

5 days annual leave carry-over

An excellent Induction & onboarding program with ongoing learning & development throughout your career

Family-friendly leave policies

A choice between Bupa Health Cash Plan or Bupa Private Medical

Death in service - 4x your annual salary from month 1

Physical and Mental Wellbeing support and platforms for you and your family

Enhanced maternity leave - 20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service

Paternity leave - 4 weeks full pay after probation

Salary Sacrifice options