Customer Service Supervisor
is £42,600

Per Year

TASKS

• Supervise and motivate a team of customer service representatives..
• Provide guidance, coaching, and support to enhance team performance..
• Oversee daily operations of the customer service department, ensuring efficient and effective service delivery..
• Monitor team performance against established metrics and goals..
• Handle escalated customer issues and complaints, finding timely and satisfactory resolutions..
• Collaborate with team members to address complex or high-priority cases..
• Conduct quality assessments of customer interactions to ensure service excellence..
• Provide feedback and coaching to improve individual and team performance..
• Coordinate and conduct training sessions for new and existing team members..
• Identify skill gaps and implement development plans..
• Prepare and analyse performance reports, highlighting key metrics and areas for improvement..
• Report on customer satisfaction trends and team achievements..
• Contribute to the development and improvement of customer service processes..
• Implement efficiency initiatives and suggest improvements to enhance service delivery..
• Foster open communication within the team and across departments..
• Disseminate important information, updates, and changes effectively..
• Collaborate with other departments to address cross-functional issues and improve overall customer experience..
• Work closely with other supervisors and managers to achieve organizational goals..
• Ensure team adherence to company policies, procedures, and service standards..
• Uphold ethical standards and maintain a positive team culture..