At a Glance
- Tasks: Lead and inspire the Customer Engagement team to deliver exceptional service and achieve targets.
- Company: Join a dynamic company focused on customer satisfaction and team development.
- Benefits: Enjoy life assurance, pension, discounts, and employee assistance programmes.
- Other info: Opportunity for career growth in a supportive and engaging environment.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Strong communication skills and experience with Microsoft Dynamics preferred.
The predicted salary is between 30000 - 40000 £ per year.
Overall Purpose of the Role: To manage the Customer Engagement team in your area. Your role is to establish and maintain the performance of your team, delivering the annual KPIs, objectives and targets always through excellent customer service & engagement. The aim is to drive customer engagement whether the customer uses the phone for order placement or not; think how else can we support & engage the customer.
What is it like to do this role: Varied! Working with the Customer Engagement Controller and colleagues to provide the right tools to do the job, coaching and training individuals and the team to upskill and support their development in order to perform and achieve KPIs, objectives and targets. Providing support to customers when things don’t go to plan, liaising with the Channel Sales teams, Operations (Transport & Warehouse) & Accounts Receivable to ensure that customer care and engagement is a priority for any issue resolution. Always expect the unexpected!
Key Relationships: Customer Engagement Team, Channel teams (field & accounts), Operations (Warehouse & Transport), IT, Accounts Receivable (AR), QC, Sales Data Admin, Marketing Leads.
Main Duties & Responsibilities include:
- Provide full induction & on-going coaching & training to all team members
- Conduct 6 monthly & annual appraisal reviews on performance & behaviours
- Complete fortnightly / monthly (as agreed with line manager) 121s on performance aligned with quarterly KPIs, objectives & targets
- Have a development plan in place and live for each team member
- Issue weekly reports as league tables on individual performance, working with the CE Exec on reporting
- Ensure focus on targets and where appropriate deliver specific focus & RARA days or weeks to support engagement and competition
- Incorporate regular call listening and coaching sessions into the working day
- Utilise resource available in most productive & efficient way to deliver the required business objectives
- Manage rota to ensure that peak times & days are sufficiently covered
- Manage rota for Bank Holidays & subsequent TOIL to reduce impact across peak times & days
- Manage annual leave to ensure sufficient resource at peak times & days
- Conduct investigations & disciplinaries where appropriate & with support from HR
- Work to reduce absence through sickness, conduct all RTW meetings and escalate for investigation / disciplinary as per policy / Bradford factor
- Work with the team to create a happy, safe, busy & productive environment where individuals feel recognised and rewarded for their performance
- Minimise vacancy time, always be recruiting
- Work with CE Executive to create productive call plans
- Call plans to be reviewed quarterly, sign off required for customers to be removed, new customers to be added as they join DDF
- Drive team engagement in call plans and the different customers within their call plans - how can we ensure the customer is having the best experience with DDF through proactive management & support of their business
- Assign call plans as agreed with Customer Engagement Controller
- Assign tactical and additional work as agreed with Customer Engagement during quiet times or as briefed
- Call plans to be fully completed on a daily basis
- Ensure all team members are compliant with business processes
- Handle customer escalations to resolve queries and complaints, escalate to Customer Engagement Controller or Channel Sales teams if further or more senior support required
- Work with Ecommerce & CE Executives on developing team knowledge, skills & understanding of web shop - aim is to maximise customers self-serving through webshop to allow phone-based staff to develop customer engagement and deliver great service
- Work with colleagues across all departments, supported by line manager to drive continuous improvement; reduction in returns, Customer engagement/driver/customer/Channel sales communications, DTFs, Lost Sales etc.
Candidate Profile:
- Organised & Planned
- Ability to hit the ground running
- Good communication skills
- Completer finisher
- Determined & tenacious
- Experience of Microsoft Dynamics (incl. CE)
- Minimum Intermediate level of excel
- Competent presentation skills
Benefits:
- Life Assurance
- Company Pension
- 50% Discount of Company Purchases
- Eyecare Vouchers
- Referral Scheme
- Long Service Awards
- Employee Assistance Programme
Customer Engagement Supervisor in Southall employer: DELICE DE FRANCE LIMITED
As a Customer Engagement Supervisor, you will thrive in a dynamic and supportive environment that prioritises employee development and customer satisfaction. Our company fosters a culture of continuous improvement, offering comprehensive training and coaching to help you and your team excel in achieving KPIs while enjoying a range of benefits including life assurance, a generous pension scheme, and exclusive discounts. Join us in creating a positive workplace where your contributions are recognised and rewarded, all while making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Supervisor in Southall
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Customer Engagement Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer engagement and team management. We can help you with mock interviews to boost your confidence and nail that performance aspect!
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in customer service and team leadership. This will set you apart from other candidates and give you a chance to shine during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing familiar faces from our community, so make sure to let us know you’re interested!
We think you need these skills to ace Customer Engagement Supervisor in Southall
Some tips for your application 🫡
Show Your Passion for Customer Engagement:When writing your application, let us see your enthusiasm for customer service! Share examples of how you've engaged with customers in the past and what you believe makes a great customer experience. We love candidates who can think outside the box!
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter to highlight your relevant skills and experiences that match the job description. Use keywords from the role to show us you understand what we're looking for. It’s all about making that connection!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you're the perfect fit for the Customer Engagement Supervisor role!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at DELICE DE FRANCE LIMITED
✨Know Your Customer Engagement Stuff
Make sure you brush up on customer engagement strategies and how to drive performance. Be ready to discuss your experience in coaching and training teams, as well as how you've handled customer escalations in the past.
✨Show Off Your Organisational Skills
Since this role requires a lot of planning and organisation, come prepared with examples of how you've successfully managed teams or projects. Highlight your ability to create development plans and manage rotas effectively.
✨Communicate Like a Pro
Strong communication skills are key for this position. Practice articulating your thoughts clearly and confidently. Think about how you can demonstrate your ability to liaise with different departments and resolve issues collaboratively.
✨Be Ready for the Unexpected
This role expects you to handle surprises, so prepare for situational questions. Think of times when you had to adapt quickly or think on your feet, and be ready to share those stories during the interview.
