At a Glance
- Tasks: Lead a team to resolve complex customer cases and drive improvements.
- Company: Dynamic company in Plymouth focused on customer satisfaction.
- Benefits: Competitive salary, pension scheme, employee discounts, and long service awards.
- Other info: Join a supportive environment with opportunities for personal growth.
- Why this job: Make a real impact by resolving issues and developing your team.
- Qualifications: Experience in customer service leadership and strong problem-solving skills.
The predicted salary is between 29700 - 36300 £ per year.
We are currently seeking an experienced and motivated Customer Resolution Supervisor to join a busy Head Office team in Plymouth. This is an excellent opportunity for an experienced customer service, complaints, or resolution professional to take the next step in their career and lead a team responsible for managing complex customer cases and escalations.
About the Role
As Customer Resolution Supervisor, you will be responsible for leading a team that manages complex customer cases across three key areas: Executive Escalations, Payment Disputes, and Warranty Claims. You will ensure customer issues are resolved fairly, efficiently, and in line with company policies and regulatory requirements, while balancing customer satisfaction with commercial objectives. The role will have responsibility for team performance, colleague development, operational effectiveness, and continuous improvement.
Key Responsibilities
- Manage complex customer escalations, payment disputes, refunds, chargebacks, and warranty claims through to resolution.
- Make fair, balanced, and commercially sound decisions while producing professional correspondence on behalf of senior stakeholders.
- Prioritise workloads to meet agreed service levels and ensure accurate and comprehensive case records are maintained.
- Provide support and guidance to colleagues handling complex customer cases.
- Build effective working relationships with stores, internal departments, and third-party partners to achieve positive customer outcomes.
- Lead, coach, motivate, and develop a team of Resolution Advisors through regular one-to-ones, coaching sessions, feedback, and SMART objectives.
- Support recruitment, onboarding, training, and ongoing colleague development, identifying and addressing individual training needs.
- Manage attendance, conduct, capability, and rota planning in accordance with company policies and procedures.
- Ensure appropriate resource allocation and team cover during periods of absence or increased demand.
- Monitor and drive performance against quality, productivity, customer service, and operational KPIs.
- Provide coaching and guidance on complex customer cases, maintaining a strong knowledge of products, policies, warranty processes, and payment dispute procedures.
- Adapt team priorities and resources in response to changing business requirements and operational demands.
- Identify root causes of recurring customer issues and work collaboratively with stakeholders to improve processes and reduce repeat contacts.
- Share insights, trends, and recommendations to support continuous improvement across customer service and operational processes.
- Ensure all activity is carried out in accordance with relevant company policies, data protection legislation, consumer regulations, health and safety requirements, and information security standards.
Person Specification
The successful candidate will ideally have:
- Previous experience leading or supervising a customer service, complaints, or customer resolution team.
- Experience managing complex customer cases, complaints, and escalations.
- Strong communication and interpersonal skills, with the ability to communicate confidently with customers, colleagues, and senior stakeholders.
- Proven coaching and people management skills, with the ability to motivate and develop a team.
- Excellent problem-solving, decision-making, and organisational abilities.
- Experience managing team performance against KPIs, quality measures, and service standards.
- A commercially aware approach, with the ability to make fair and balanced decisions.
- The ability to remain calm and professional when dealing with challenging or sensitive situations.
- Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- A proactive approach to identifying opportunities for process improvement and enhancing the customer journey.
What We Offer
- Competitive salary
- Pension scheme
- Long service awards
- Employee discount
- Cycle to work scheme
If you are an experienced customer service leader who enjoys resolving complex issues, developing people, and driving improvements, we would be keen to hear from you.
Permanent | Full-time | Plymouth, Devon
If you have the relevant experience as detailed, please submit an up to date CV by using the apply button.
By applying for this position, you confirm that you consent to the processing of your personal data in accordance with the General Data Protection Regulation (GDPR) for the purposes of recruitment, employment and working finding service.
Customer Resolution Supervisor employer: TQR
Join a dynamic and innovative team as a Digital Analyst in London, where you'll have the chance to make a real impact on commercial performance through data-driven insights. Our hybrid working model promotes a healthy work-life balance, while our collaborative culture encourages professional growth and the exploration of cutting-edge technologies like AI in analytics. With a focus on employee development and a commitment to fostering creativity, we offer a rewarding environment for those looking to advance their careers in digital analytics.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Supervisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TQR. 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 TQR 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 Resolution Supervisor
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 TQR:Your cover letter is your chance to shine! Tell us why you want to work at TQR 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 TQR!
How to prepare for a job interview at TQR
✨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.
