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- Tasks: Lead a team to handle customer queries and complaints with excellence.
- Company: Join a successful organization in Chessington known for its strong customer service.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a team that values first-class customer service and teamwork.
- Qualifications: Strong communication skills and proficiency in MS Office are essential.
- Other info: Experience in customer service management is a plus; training provided.
The predicted salary is between 36000 - 60000 £ per year.
We are currently recruiting a Customer Contact Supervisor, on behalf of our client, a highly successful and well- established organisation based in Chessington. Reporting to the Operations Manager, you will work within a team ensuring all customer requests, queries and complaints, received by telephone and mail, are dealt with accurately and in full., * Assist the manager in achieving the productivity target.
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Monitor and strive to improve the team performance (calls answered, productivity, "offline" work).
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Monitor turn rounds for dealing with customer letters, phone calls and emails and respond to any problems that may result in the turn rounds not being achieved.
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Ensure that that the Automatic Call Distributor system is monitored continually and respond immediately to any problems that may result in targets not being achieved.
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Plan staff cover and ensure that all phone lines are covered constantly
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Discuss the need for overtime and temporary staff with your Manager.
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Implement the training schedules set for new and current staff.
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Keep timing and error reports, which will be used for appraisals and staff discipline.
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Liaise with any outsourcing partner to ensure that the expected performance is being achieved and that all invoices are correct. In addition, you will ensure that all relevant information regarding products and advertisements are forwarded to the supplier in a timely manner.
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Record Customer Service complaints and compile required analysis reports for complaints and queries.
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Liaise with Product Managers and make sure that you are familiar with new products before they are advertised.
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Draft standard letters that will be used by the section and maintain letters held on the computer.
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Liaise with the other supervisors and Managers in Operations at regular intervals to ensure that you are up to date with all procedures.
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Deal with escalated calls from difficult customers calmly and professionally.
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Maintain and prepare the department’s reports.
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To inform and meet with, when necessary, the Customer Contact section to ensure consistency and quality of work, to advise on new products and to discuss any problems that may arise and to be fully aware of any potential problems within the section.
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Assist your Manager in implementing new systems and procedures.
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Deal with the day-to-day staff issues and work in accordance with Health and Safety regulations, company policy and procedures.
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Lead by example in always striving to provide a First Class customer service
Skills
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Customer Services
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Database Systems
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Team Performance
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B2C
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People Management
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Customer Service Team Leader
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Customer Services Manager
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Webchat
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Products and services
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Contact centre supervisor
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You will need a good knowledge of Operations, Products and Advertising. You will also need a general understanding of how the organization works.
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You will need to be able to cope with difficult customers, and able to be supportive of your staff when they are under stress.
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Proficiency on MS Office and database systems is a necessity, as you will be expected to produce a variety of reports.
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You will need to develop strong communication links between your team and the rest of the company.
Customer Contact Supervisor / Manager employer: Absolutely Recruitment
Contact Detail:
Absolutely Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Supervisor / Manager
✨Tip Number 1
Familiarize yourself with the company's products and services. Understanding what you will be managing will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Highlight your experience in customer service and team management during conversations. Be ready to share specific examples of how you've improved team performance or handled difficult customer situations.
✨Tip Number 3
Demonstrate your proficiency with MS Office and database systems by discussing any relevant projects or reports you've created in previous roles. This will showcase your ability to produce the necessary reports for the position.
✨Tip Number 4
Prepare to discuss how you would implement new systems and procedures. Think about past experiences where you've successfully introduced changes and how they benefited your team or organization.
We think you need these skills to ace Customer Contact Supervisor / Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description and understand the key responsibilities and skills required for the Customer Contact Supervisor position. Tailor your application to highlight your relevant experience.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in customer service, team management, and any specific achievements that demonstrate your ability to meet productivity targets and handle difficult situations.
Showcase Your Skills: Clearly outline your proficiency in MS Office and database systems, as well as your ability to produce reports. Mention any experience you have with contact center operations and managing customer service teams.
Professional Tone: Maintain a professional yet approachable tone in your application. Since the role involves dealing with customers and staff, showcasing your communication skills is essential. Make sure to proofread for clarity and correctness.
How to prepare for a job interview at Absolutely Recruitment
✨Showcase Your Leadership Skills
As a Customer Contact Supervisor, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed team performance in the past, including any specific metrics or improvements you've achieved.
✨Understand the Company’s Products and Services
Familiarize yourself with the organization’s products and services before the interview. This knowledge will help you answer questions more effectively and show that you're genuinely interested in the role and the company.
✨Prepare for Difficult Customer Scenarios
Expect to be asked about how you would handle escalated calls from difficult customers. Think of specific situations you've encountered and how you resolved them, emphasizing your calm and professional approach.
✨Highlight Your Reporting Skills
Since the role involves maintaining reports and analyzing data, be ready to discuss your experience with MS Office and database systems. Provide examples of reports you've created and how they contributed to team performance or decision-making.
