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- Customer Service Excellence – Ensure every customer has a fantastic experience and wants to return.
- Team Supervision – Oversee and support the customer service team in daily operations.
- Issue Resolution – Handle escalated customer complaints and ensure swift resolution.
- Training & Development – Conduct training sessions to enhance team skills and performance.
- Performance Monitoring – Track call volumes, maintain forecasting models, and manage staffing levels.
- Administrative Duties – Ensure accurate record-keeping and completion of end-of-call requirements.
- Policy Compliance – Ensure the team follows company policies and procedures.
- Experience: Minimum two years in customer service and two years in a supervisory role.
- Skills: Strong communication, problem-solving, and organizational skills.
- Tech-Savvy: Proficiency in Microsoft Office (preferred but not essential).
- Availability: Must be able to work weekends and bank holidays.
