Customer Operations Supervisor

OVERVIEW:

The Customer Operations Supervisor is dedicated to the smooth running and exceptional presentation of the team and pier. They provide accountability at local level to boost standards, and supporting in the delivery of a consistent and exceptional customer experience.

KEY ACCOUNTABILITIES:

• Creates a positive atmosphere and checks standards of the team and pier.
• Ensures the smooth running of their pier
• Delivers a “Human, bright and bold” Customer Experience across their pier
• Guarantees Revenue Protection on their pier

MAIN ACTIVITIES, DUTIES & RESPONSIBILITIES:

• Supports the manager in hosting the team member briefs to inform, delight, amuse and engage their teams
• Responsible for ensuring that their pier and team members present to the expected standard, and the Pier Operations Supervisor presents the same to ensure they themselves set the highest standards
• Provides the relative equipment to the team, is responsible for ensuring the equipment is returned, track and maintained in working order and track any defects reported
• Walk of your pier regularly, looking at them through the customers’ eyes. Liaise with the DM to ensure all signage, wayfinding is to the highest standards
• Supports any team members’ concerns and escalates if needed to the manager.
• Aspires to a positive team and company culture, where the key to success is through the support and engagement of the team members
• Gives live feedback to the team on the pier, to ensure optimal customer service is delivery
• Ensuring that all relevant positions are covered on their pier and taking an active role in covering different positions themselves. Reporting any T&A to your manager
• Supports with customer escalations as appropriate
• Supports in resolving customer issues and complaints, seeking advice as needed
• Ensures the smooth running of active and pro-active ticket sales as well as boarding sailings to capacity
• Liaises with neighbouring piers to ensure a smooth boarding process across the network
• Ensures tickets are checked and scanned
• Ensures that necessary steps are taken to protect company revenue at all times
• Liaises with the Revenue Protection team as appropriate
• Continuously seek ways to improve personal, team and operational performance.
• Ensure compliance with all Health and Safety regulations and safe working practices as required by current legislation and the Company Health and Safety Policy
• Ensure that all relevant information is communicated quickly and accurately. Checking that it is received and easily understood
• Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs
• Undertake any other relevant duties or reasonable requests as from any member of the management team
• Deputies and supports their line manager as required and requested
• Understands and supports Equality & Diversity in the workplace

KEY SKILLS:

• Previous Customer facing supervisory experience
• Proven ability to motivate and engage a team, driving ticket sales and team spirit
• Thrive in a very busy environment and maintain patience and empathy even when working under pressure
• Be committed and flexible in your approach to work
• Ability to respond quickly to an increase in service demand with a “hands on” approach
• Have a proven ability to work effectively as part of a team and to establish good professional relationships with colleagues
• A commitment to delivering the best