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Position: Customer Service Supervisor
Location: Dartford
Type: Permanent
Days: 5 days a week in the office (split across 2 sites in Dartford)
Hours: 8am-5.30pm (1 hour lunch)
***Benefits: Free lunch every day, gross profit bonus scheme, increasing annual leave up to 24 days***
My client is looking for a bright and engaging Customer Service Supervisor to support and act as an escalation point for a team of 5. My client is a market-leader in construction supply and has forged incredible relationships with very loyal clients. They are now keen to find a new Supervisor who can continue supporting these clients during the after-sales stage and help resolve customer issues.
Supporting the team you will be an active member of the customer service department but also the go-to person for more complex queries and escalations. You will be responsible for reporting on team performance and encouraging excellent statistics in the department.
This role involves:
- Being an active member of the Customer Service department and supporting clients in the after-sales stage to chase order statuses, locate missing items, resolve complaints and process returns
- Motivating and encouraging a team of 5 including 2x Customer Service, 2x Dispatch and 1 remote Customer Service based at a different site
- Monitoring and reporting on performance against key metrics including response times, resolution times, returns times and call volumes
- Attending weekly Department meetings and making active contributions
- Working closely with Transport Manager and Sales manager to resolve operational issues and improve service to loyal customer base
- Hold weekly huddle meeting with team
The perfect Supervisor for this team
- Passionate about working collaboratively with other departments
- Nurturing and motivating approach
- Excellent client management skills
- Previous experience in a supervisory level role
Next Steps
I will be conducting interviews for this role on behalf of my client immediately. If you are interested, please upload your CV and I will reach out to suitable applicants. Interviews with my client will be held towards the end of May and will involve and 1st and 2nd stage interview.
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