Customer Service Supervisor

Nova Leisure Ltd; Greater London; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Pension

22 days annual leave (pro-rated for part-time colleagues)

Genuine career progression

24-hour Employee Assistance Programme

Job summary

Nova Leisure Ltd in Greater London is looking for a Department Supervisor to oversee retail operations and lead a team focused on excellent customer service. The role involves motivating staff, ensuring compliance with health and safety standards, and providing exceptional customer experiences. Candidates should possess strong communication skills and an ability to drive performance. Competitive benefits include a pension plan, annual leave, and opportunities for genuine career progression.

Qualifications

• Demonstrated ability to develop customer relationships.
• Experience in motivating and leading teams.
• Knowledge of retail operations and compliance.

Responsibilities

• Supervise day-to-day department operations.
• Lead, coach, and develop the retail team.
• Ensure health and safety legislation compliance.
• Deliver exceptional customer service.

Skills

Great communication skills

High levels of focus, energy, and drive

Best in class service delivery

Flexibility with strategic thinking

Job description

You will supervise the day to day smooth running of the department, motivate the team to drive performance and ensure all activities are competed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic customer service to our customers. In addition to this you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

Key Responsibilities

• Responsible for retail operations, resources, and customer service within the branch. This includes line management responsibility for the Weekend Retail Assistant leading, coaching, and developing a multi skilled team within the branch.
• Holding regular colleague reviews to strengthen colleague engagement and support development educating, reviewing, and briefing on the importance of a safety first culture.
• Delivering a structured daily briefing to ensure all colleagues are working to deliver a balanced performance across key business metrics and KPI measures in line with business goals and objectives.
• Ensuring all areas of the retail counter always conform to health and safety legislation.
• Ensuring the branch is fully compliant in line with the branch standards to maintain a balanced performance and achieve operational excellence.
• Ensuring the branch is operationally efficient to deliver safety first culture at all times ensuring all retail colleagues complete the relevant E learning modules.
• Leading a retail team with a customer first attitude, prompting a customer focused mindset within the branch ensuring that customer service is at the heart of everything.
• Adhering to the returns, credits, and warranty processes, therefore, enhancing customer experience and creating frictionless processes.
• Maintaining shelf availability through accurate completion of stock movement processes
• Delivering a customer first service through efficient pick to manifest times and achieving all service level agreements SLAs
• Working collaboratively with the operations and sales teams to ensure they are maximizing customer opportunity.
• Minimising customer effort creating frictionless processes by ensuring a robust Click Collect process is placed and adhered to.
• Ensuring the branch is set up for growth through best in class retail stores to outstanding stock management and exceptional SLAs
• Ensuring the retail operations are compliant with the financial audit.

Skills and Experience

• Great communication skills demonstrate the ability to develop customer relationships and drive customer connectivity.
• High levels of focus, energy, and drive.
• Always delivering best in class service to establish customer experience excellence.
• Flexibility of day to day tasks to best support the branch with strategic thinking.

What we offer

• Pension
• 22 days annual leave (pro-rated for part-time colleagues)
• Genuine career progression
• Access to a 24 hour Employee Assistance Programme, offering financial and wellbeing support