At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and drive performance metrics.
- Company: Join a forward-thinking company that values inclusion and teamwork.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Other info: Be part of a supportive culture that promotes personal and professional development.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: Management experience in customer service or call centre environments preferred.
The predicted salary is between 29700 - 36300 £ per year.
EDUCATION AND EXPERIENCE PREFERENCES
- Bachelor’s Degree preferred
- Minimum of 3 years previous management experience; preferably in a call center or fast-paced operations environment required or a bachelor’s degree required
- Management experience leading a team of 5-6 supervisors and 60-80 representatives or managing a Customer Experience (CE) team of 5-6 analysts. Scope of responsibility maximum of 8 analysts
- Previous management experience in the following areas (all or any): call center, collections, sales, and/or customer service preferred
- Proven experience with coaching & performance management, decision making, driving results, interview and selection, and employee relations management
- At least LEAN Six Sigma Certified or experience in continuous improvement/process improvement and project management
- Excellent verbal and written communication skills
- Experience with technology, including general business tools such as e-mail, MS Word and Excel, as well as collection or customer service specific systems
PURPOSE OF THE POSITION
The Supervisor, Customer Experience (CES) has overall responsibility for the group of employees assigned to them. The CES is accountable for the department’s performance, which includes overall After Call Survey (ACS), Net Promoter Score (NPS) and First Call Resolution (FCR) performance of the program. The CES is expected to develop and implement operational strategies for the above metrics and provide the leadership necessary to meet established goals and support the company’s core values. The CES is also expected to have a strong working knowledge of their specific department’s programs and their client’s policies and procedures.
DUTIES AND RESPONSIBILITIES
- Design, implement and execute against strategies to meet all customer experience related metrics of the program
- Overall day to day responsibility of the Quality Assurance (QA) and Customer experience (CE) Team
- Remote site management, as direct reports and/or teams may be in multiple locations
- Develop and assist Operations Team Managers to drive performance to meet or exceed key CE performance indicators, quality/compliance standards, as well as being compliant with client and company requirements and expectations
- Ensure manager and team supervisors are coaching and training their staff through remote call monitoring, mentoring, and provide effective feedback
- Responsible for managing their team’s performance in customer satisfaction as measured by:
- NPS
- ACS
- FCR
- Call Quality Monitoring
- Partnership with Director of Operations and Client Partners to identify opportunities and strategize on how we can improve overall customer experience
- Ensure that CE team partners with Ops, Workforce Management (WFM) and Training in rolling out initiatives in order to improve performance
- Lead and/or participate in client site visits and conference calls as required
- Proactive leadership involvement with the client from a strategic and transactional relationship including: Weekly, Monthly and Quarterly collaborative meetings and business reviews
- Serve as a positive role model and mentor to all employees, creating a positive environment and promoting the CBE Culture by living out the values and developing your team to do the same
- The Company reserves the right to change or assign other duties to this position as appropriate
- Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities
- Must be able to remain in a stationary seated position up to 85% of the work shift
- Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings
- Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine
- Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries
- Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations
- Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures
ACCOUNTABILITY/MEASUREMENT
- Key Performance indicators and profitability
- Overall NPS
- ACS
- FCR
- QA (Quality Assurance)
- Audit Performance (Internal / External)
- Organization Evaluation
- Positive image with clients and community
- Positive image with vendor
- Positive image with prospective clients
- Positive image with co-workers
- Good working relationship with other CBE personnel in other divisions and subsidiaries
CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.
Supervisor, Customer Experience in London employer: CBE Companies
CBE Companies is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where collaboration and innovation thrive. Located in W5th, the company provides comprehensive training programs, competitive benefits, and a commitment to inclusivity, ensuring that every team member feels valued and empowered to excel in their roles. With a focus on performance metrics and customer satisfaction, employees have the opportunity to make a meaningful impact while advancing their careers in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Supervisor, Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CBE Companies. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CBE Companies before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Supervisor, Customer Experience in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CBE Companies:Your cover letter is your chance to shine! Tell us why you want to work at CBE Companies specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CBE Companies!
How to prepare for a job interview at CBE Companies
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
