At a Glance
- Tasks: Lead and support the Customer Service team, ensuring top-notch service and team engagement.
- Company: Join The Pilot Group, a dynamic company focused on customer satisfaction and team development.
- Benefits: Enjoy a competitive salary, bonuses, hybrid working, and opportunities for personal growth.
- Other info: Be part of a supportive culture with clear career progression and development opportunities.
- Why this job: Make a real impact by fostering a positive team environment and enhancing customer experiences.
- Qualifications: Strong customer service skills and experience in people management are essential.
The predicted salary is between 40500 - 49500 £ per year.
- The Pilot Group - Customer Care Supervisor UK/US
- (Internal)
- Salary - £33k + bonus (up to to £300 per month)
- Hybrid working - 3office days (the days required may vary, depending on business needs)
The Role
This role is responsible for leading and supporting the people within the Customer Service team during a 12-month maternity cover period.
The focus is on ensuring strong day-to-day people management, consistent communication, and a positive, high-performing team environment.
The role prioritises employee engagement, performance management, and continuous development to maintain stability, accountability, and growth across the team.
Key Behaviours
Customer Centric – The customer is the priority and should be the forefront of all daily actions and routines and hold accountability for your own actions.
To manage and clearly communicate with your customers that you support, manage expectations and able to diffuse escalations that you may encounter, empower the team to deliver the best possible customer service.
People Management - Lead, support, motivate, and develop employees so they can perform effectively and reach their potential.
Build positive working relationships, provide guidance and coaching, support employee wellbeing, resolve issues, and create an engaged, productive team environment.
- Conduct regular 1:1s focused on check-ins, support, and general development conversations.
- Escalate any performance concerns or wellbeing issues to the Team manager
- Support team engagement and maintain a positive team environment.
Performance management- The ability to set clear objectives, monitor results, provide regular feedback, and support continuous improvement to ensure individual and team performance meets organisational goals.
Communication and interpersonal skills- The ability to communicate clearly, professionally, and effectively with team members, customers, and stakeholders, while building positive working relationships based on trust, respect, and collaboration.
This includes active listening, providing constructive feedback, managing difficult conversations, influencing others, and adapting communication styles to different audiences.
Key Responsibilities
- Team Support and Coordination
- Act as a key point of contact for the Customer Service team for day-to-day support.
- Support the coordination of daily workloads alongside Senior Customer Service Representatives.
- Ensure clear communication across the team and with wider departments.
- Follow up on outstanding actions, queries, and escalations.
- Training and Onboarding Support
- Support onboarding of new starters, ensuring training plans are followed.
- Assist in maintaining training documentation and process guides.
- Work with Senior Customer Service Representatives to ensure consistency in knowledge sharing.
- Documentation and Process Support
- Ensure key processes and updates are clearly documented.
- Support adherence to SOPs and highlight any gaps or inconsistencies.
- Assist with basic reporting and tracking of team activity where required.
- Absence and Cover Coordination
- Conduct return-to-work conversations.
- Support coordination of cover plans for absences.
- Ensure absence information is communicated appropriately.
- Collaboration and Communication
- Maintain clear communication with the Customer Service Manager on team updates and issues.
- Ensure consistent communication across the team and wider departments.
- Metrics / KPIs
- Delivery and quality of 1:1s and performance management
- Employee engagement and feedback
- Team retention and absence management
- Evidence of individual development and upskilling
- Overall team morale and stability
- Key Skills
- Strong customer service skills with excellent communication competencies.
- Accustomed to a fast paced, pragmatic working environment, you will be able to build relationships quickly, establish credibility and manage all aspects of the procurement process
- A real team player who uses own initiative, is self-motivated and results orientated.
- Process improvement and efficiency
- Stakeholder management
- #BAMBOO #bamboo #REED
Customer Care Supervisor UK/US (Internal) in Manchester employer: The Pilot Group
The Pilot Group is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation in the heart of Central Manchester. With hybrid working options, competitive salary, and opportunities for professional growth, employees are empowered to thrive both personally and professionally while contributing to meaningful projects in purchasing and supply chain management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Supervisor UK/US (Internal) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Pilot Group. 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 The Pilot Group 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 Customer Care Supervisor UK/US (Internal) in Manchester
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 The Pilot Group:Your cover letter is your chance to shine! Tell us why you want to work at The Pilot Group 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 The Pilot Group!
How to prepare for a job interview at The Pilot Group
✨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.
