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 more perks!
- Other info: A vibrant workplace with opportunities for growth and recognition.
- 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 Service Supervisor in Southall employer: DELICE DE FRANCE LIMITED
As a Customer Service Supervisor at our company, you will thrive in a dynamic and supportive work environment that prioritises employee development and engagement. We offer comprehensive training, regular performance reviews, and a culture that celebrates achievements, ensuring you have the tools and opportunities to excel in your role. With benefits like life assurance, a generous pension scheme, and discounts on company purchases, we are committed to fostering a rewarding workplace where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Southall
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your skills and experiences align with the role of Customer Service Supervisor. Highlight your coaching abilities and how you can drive team performance.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team!
We think you need these skills to ace Customer Service Supervisor in Southall
Some tips for your application 🫡
Show Off Your Customer Service Skills:Make sure to highlight your experience in customer service, especially any supervisory roles. We want to see how you've engaged with customers and led a team to achieve targets, so share specific examples that demonstrate your skills.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We love seeing candidates who understand the role and can relate their experiences directly to what we’re looking for.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant, and make sure your key achievements stand out!
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to follow your application status. Plus, it shows us you’re genuinely interested in joining our team!
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 managed team rotas or handled peak times effectively. Highlight any tools or methods you’ve used to keep everything running smoothly.
✨Communicate Like a Pro
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. Think about how you can demonstrate your ability to liaise with different teams and resolve issues collaboratively.
✨Be Ready for the Unexpected
Expect questions about how you handle unexpected challenges. Prepare some scenarios where you had to think on your feet and adapt quickly to changing situations, especially in customer service contexts.
