Customer Care Supervisor

Zapp; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Zapp is seeking a Customer Care Supervisor to elevate its customer service team in London. This role involves managing customer care specialists, delivering excellent service, and ensuring team performance through coaching and effective problem-solving. Candidates should have prior supervisory experience and a passion for customer engagement.

Qualifications

• Previous role as customer service supervisor in a fast-paced environment.
• Experience leading teams of 10+.
• Ability to manage multiple systems and multitask.

Responsibilities

• Lead Customer Care Specialists to ensure customer satisfaction.
• Handle escalations and provide solutions for customer issues.
• Onboard new hires and conduct training sessions.

Skills

Problem Solving

Leadership

Customer Empathy

Time Management

Multitasking

Tools

Zendesk

Job description

Join to apply for the Customer Care Supervisor role at Zapp

3 days ago Be among the first 25 applicants

Join to apply for the Customer Care Supervisor role at Zapp

Zapp is looking for high energy, personable and methodical individuals to elevate our customer care team. This role will be focused on delivering delight and providing an excellent service to all of Zapp’s customers.

As a Team Leader, you will support our agents during shifts to ensure we deliver a superior customer experience at all times. You will think creatively in a very fast moving operational environment, to go the extra mile for our customers and help us build a strong customer connection and the highest rates of customer happiness.

We provide a 24/7 service, which necessitates our customercare leadership to work during various hours throughout theday. Additionally, it is crucial for our Customer Care team toestablish strong connections with other departments within thecompany and gain a comprehensive grasp of our operationalprocesses. As a result, these positions are on-site roles andrequire employees to be present in the office according to theirassigned shift schedules.

About Us

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Role and Responsibilities

• Lead our team of Customer Care Specialists on shift to deliverZapp's customer obsession.
• Take ownership of shifts, aiming for 100% customer retention,delegating tasks to Specialists to deliver efficient and effectiveresults.
• Be entrepreneurial, and look for ways we can make everythingwe do work even better for our customers and our colleagues.
• Be the face of Zapp for customers, engaging with them in a waythat shows we really care about doing the right thing for eachone of them.
• Decide within our guidelines the best problem fix for eachindividual customer who has/had a problem, and recommendnew options if needed.
• Identify and resolve problems by analysing the root cause,proposing solutions for future interactions.
• Use our customer experience platform and other tools to applysolutions, and provide detailed information about customersand their issues for process improvements.
• Act as the voice of our customers, diligently providing essential feedback to all key stakeholders to further improve the experience we deliver to our customers.
• Identify and create key processes with a methodical and entrepreneurial approach, always looking out for ways to improve the service we provide to our customers.
• Proactively resolve customer facing escalations with a high level of customer obsession, ensuring Zapp's leadership principles and refined tone of voice are reflected in all customer interactions.
• Onboard new hires and look after their training needs, continuesupporting the team by conducting a verification of skillsprogramme to establish all team members have the necessaryskills required for their role.
• Conduct regular one to ones and coaching/refresher trainingmodules with Specialists to support their development.
• Methodically review the team’s KPIs, proactively performancemanaging Specialists by providing detailed evaluations fromcoaching interactions and quality assurance monitoring ofSpecialists work.
• Look after the team’s wellbeing and attendance, being proactivein raising any flags with the senior leadership and People team.
• Assessing team performance and providing feedback toemployees.
• Analysing the Customer Care processes and systems tooptimise the Specialists’ workload, aiming at creating aseamless customer experience and scalable policies.
• Share best practices within the Customer Care team and widercompany, to help improve our customer experience.

About You

• Prior experience as a customer service supervisor or similar ina fast-paced and high-output environment.
• Prior experience leading a home and office based customerservice team is beneficial.
• Prior experience with Zendesk.
• Prior people management experience leading teams of 10+.
• Available for shift work (variety of shifts from morning shifts tonight shifts and week-ends).
• Ability to use multiple systems and multitask in a fast-pacedenvironment.
• Fast learner and have good time management skills.
• Self-motivated, with a strong sense of responsibility.
• Motivated to delight customers, and do the right thing for them.
• Empathy for customers, and desire to find the best way to solvetheir issues.
• A team player, who will dig in to help their colleagues besuccessful.
• Open to seeing and recommending better ways of servingcustomers, incustomer experience.
• Entrepreneurial to take initiative and reach out to the widerZapp organisation when a customer concern requires furtherinvestigation.
  

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail

Referrals increase your chances of interviewing at Zapp by 2x

Sign in to set job alerts for “Customer Care Supervisor” roles.

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

TikTok LIVE - Global Customer Service Operations Manager

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

Customer Service Supervisor-Lufthansa - Heathrow Airport

London, England, United Kingdom 5 days ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 4 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.