Contact Centre Supervisor

Location: Swindon, Wiltshire, England
Salary: £27k per year
Contact: Guy Allen
Call: Guy
Reference: 2750
Hawk 3 Talent Solutions s committed to the selection, recruitment and development of the best people, basing judgments solely on suitability for the job. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.

Job: Contact Center Supervisor

Location: Swindon

Salary: £27,000

Job type: Permanent

Hours: Monday to Friday 8.30 - 5pm

Summary:

Responsibility for Customer Services Swindon Bottled Water. Excellent customer service is delivered by handling calls effectively, efficiently and with professionalism. Processing both received customer orders and calls. Managing effective processes and ensuring high levels of customer service is achieved and maintained, taking responsibility for the incoming calls and providing the Customer with the required answer / action, liaising with other departments where necessary. Provide training and oversight to Customer Service Co-ordinators, ensuring progression in knowledge and service levels. Goal and KPI setting for Customer Service team in conjunction with management.

 

Key Responsibilities:

Review, Audit and Align Customer Service process and procedures to ensure best proactive within

Work with managers and co-ordinate work of the Customer Service Desk Teams, and co-ordinate across all bottled water depots

Produce, implement and change, where necessary, processes and procedures to ensure efficient and effective working

Effective communication with Customer Service Co-ordinators on performance, procedures and changes

Proactively review and suggest improvements to processes and work practive

Customer call handling both internal and external within Swindon, all calls answered within agreed time scales

Train and improve CSC's approach and attitude towards their role. Motivate, Monitor and Evaluate CSC's

Review Process all customer orders received by phone, email, fax

Review Response and resolution of all customer requests and queries in a timely manner and within the agreed timescales, taking ownership of these queries

Monitor volume and call content as required

Perform all administration tasks accurately and on time in accordance with procedures

Provide ultimate departmental support for Customer queries and complaints

Work closely with colleagues throughout the business on a daily basis

Identify customer needs and report sales opportunities to the relevant department as required

Ensure that all aspects of the Health & Safety policy are adhered to at all times

 

Experience, attributes & skills sought:

Good understanding of the job roles, routing and geographical areas

An understanding of the products and services available

Be aware of customers financial position in relation to credit control

Good understanding of the Company procedures

Work on own initiative as well as part of the team

Analytical skills to help focus attention

Ability to take ownership of customer's requirements and issues with diplomacy on both a verbal and written level

Excellent telephone and communication skills

Management and people skills, able to motivate a team and obtain

Excellent customer service skills and ability to cope well under pressure

Ability to create and use workflows and procedures/process

 

Closing date is 20 th August 2021

Hawk 3 Talent Solutions are operating as an employment agency on behalf of its client

To Apply please follow the application process for the site this job is advertised on or email your CV to guy.allen@hawk-3.com. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website.

Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future