Customer Service Supervisor

About the role

In conjunction with the Customer Service Manager, providing a full professional service for delivered customers and branches whilst ensuring tasks are completed accurately and efficiently, working within business SLA's. Leading and influencing a team of 15 customer service assistants whilst leading by example. Maintaining a good working knowledge of business operations and policies and ensuring a successful implementation of new company policies, procedures and changes to systems as required. . 

Main Responsibilities

• Supervise and influence a team of Customer Services Assistants, whilst leading by example
• Ability to multitask and assist all team members
• Ensure the Customer Service teams daily tasks are completed accurately and efficiently
• Ensure successful and positive implementation of any new company policies, procedures and system changes
• Require excellent written & verbal communication skills due to continual contact with all aspects of the business
• In conjunction with Customer Service Manager, assist with completion of PDP’s / 1-2-1’s & JDI’s
• Ensure good knowledge of business operations and policies are maintained
• Ability to take ownership, showing resilience when dealing with difficult situations
• Be a good team player with a flexible working attitude
• Strong IT skills are essential

Accountable For:

• Successfully planning and managing team working patterns to meet the needs of the business in conjunction with the Customer Service Manager
• Implementing company policy and procedure changes
• Successfully landing company system changes positively
• Supervise, influence and coach the customer service team, ensuring calls / tickets are completed in compliance with system & company policy in conjunction with the Customer Service Manager
• Ensuring team members provide a professional & positive service, using 121 / PDP & JDI meetings and paperwork
• Provide weekly, monthly reports, identifying trends and suggesting changes as required
• Complete all mandatory training within timeframes given
• Ensure all mandatory training is completed for Customer Service team within timeframes given
• Work with the Customer Service Manager to find continual improvement
• Liaising with & Influencing BC & field Management teams
• Champion diversity and inclusion to ensure everyone feels welcome at Booker
• Build a culture which recognises the right behaviours and makes Booker ‘A Place to Get On’.

 

You will need

• Experience of leading and developing a team and own personal development
• Proven track record of achieving SLA's
• Strong organisational skills
• Strong operational knowledge and proven experience of Call Centre systems Deskpro / Microlise
• Positive in nature, and driven to exceed performance expectations
• Continuous improvement outlook including ways of working and processes
• Ability to take ownership & influence all aspects of the business

Provide timely updates, highlighting barriers to success to the customer service manager

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme for you and your family.
• A great holiday package

Apply now >