Customer Service Supervisor

Job title:

Customer Service Supervisor

Company

Selecta

Job description

Would you like to join an innovative global industry leader and food tech pioneer? We are hiring a Customer Service Supervisor to join Selecta UK&I.As a 24/7 food & drinks distribution and technology led powerhouse, Selecta provides millions of moments of joy to its end consumers throughout Europe. Our solutions include digital Vending Machines, Coffee Machines, Smart Fridges, Snack Markets and more. As such, we are uniquely positioned to address the needs of our clients and their consumers. Our team are looking for a Client Experience Supervisor, to lead a small team of inbound Client Executives.The Opportunity:The opportunity to work in a challenging and rewarding environment that is fast paced and being a part of bringing together multiple departments and stakeholders.Your Key Duties & Responsibilities:To drive the benchmark for service excellence, consistently exceeding client expectations and setting new standards in the industry. To deliver unparalleled service quality through innovation, dedication, and a client-centric approach, ensuring every interaction adds value and fosters loyalty.About you:

• Act as a client champion, delivering an excellent client experience at all times.
• Ensure client emails and phone calls are responded to within agreed department response times.
• Act as a brand ambassador when interacting with clients and other departments, consistently demonstrating high levels of integrity, diligence, and professionalism.
• Provide Daily/Weekly/Monthly Reporting on team performance.
• Manage the department shift rota, ensuring adequate staffing capacity to support incoming customer enquiry volumes.
• Support with the creation and maintenance of department policies and procedures. Ensuring team members have access to clear and concise tools to assist them in their job.
• Effective at reviewing and implementing process’ and procedures.
• Support with recruitment and induction for new starters.
• Review real-time, daily and weekly reports to monitor team performance, ensuring individual and team KPI’s are met.
• Conduct a monthly 1 to1 meeting with team members to review individual KPI performance.
• Adapt to learning styles to enable every team member to perform to their highest potential.
• Manage team member timekeeping and absence in accordance with company policies.
• Provide support for Ad-Hoc projects and Tasks when required.
• Escalation handling where required

Requirements

• Customer service experience within comparable industry including comparable roles in Telesales or digital help desks.
• Familiarity with O365 and CRM systems
• Previous people management experience, ideally from within a Contact Centre environment.
• Great communicator who can effectively influence at all levels.
• Basic understanding of contracts, including services for merchandising and technical.
• Demonstrable evidence of working in a KPI led environment.
• Strong PC skills, especially Microsoft Excel and MS Teams
• Experience using Contact Centre Phone Systems
• Complaint handling experience

Benefits

• Up to 25 days’ holiday per annum.
• Be part of One Selecta who are an equal opportunity employer. We are committed to encouraging equality, diversity and inclusion among our business.
• All the coffee you could drink

Expected salary

£30000 – 34000 per year

Location

Hemel Hempstead, Hertfordshire

Job date

Thu, 16 Jan 2025 23:02:03 GMT

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