Customer Service Supervisor

AWD online; Hinckley; On-site; GBP 32,000 - 37,000; Full time

Job summary

A well-established company in Hinckley is seeking a Customer Service Supervisor to manage their Customer Service Team. The ideal candidate will have supervisory experience in e-commerce and manufacturing settings, strong communication and organizational skills, and a commitment to providing excellent customer service. This role offers a competitive salary and a range of benefits including enhanced holiday and performance bonuses.

Benefits

Pay grading structure

Regular pay reviews

Monthly attendance bonus (up to £1,040 per annum)

Enhanced 32 days holiday

Christmas shutdown

Pension scheme

Subsidised vending machines

Company workwear provided

Onsite secure parking

Commitment to training and development

Qualifications

• Experience in a supervisory role within customer service.
• Ability to motivate and guide a team effectively.
• Significant experience in e-commerce and manufacturing customer service environments.

Responsibilities

• Manage daily operations of the Customer Service Team.
• Oversee customer communications and ensure issues are resolved.
• Work with the Customer Service Manager on strategy and improvement initiatives.

Skills

Team leadership

Communication

Problem-solving

Customer service

Organizational skills

Job description

Customer Service Supervisor with previous experience in a supervisory role gained within an e-commerce & manufacturing customer service environment, who has excellent organisational, communication, customer service, team leadership and management skills is required for a well-established company based in Hinckley, Leicestershire.

SALARY: from £32,000 per annum

LOCATION: Hinckley, Leicestershire (LE10)

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 40 Hours per Week, Monday - Friday

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Supervisorwith previous experience in a supervisory role gained within an e-commerce & manufacturing customer service environment, who has excellent organisational, communication, customer service, team leadership and management skills.

Working as the Customer Service Supervisor you will manage the daily operations of the Customer Service Team ensuring on time & in budget delivery, to enable effective, efficient & cost-effective delivery of quality product & service to customers working to company process standards & operating procedures.

As the Customer Service Supervisor you will be responsible for overseeing and liaising with the team ensuring customer issues are addressed and rectified in a timely and satisfactory manner.

DUTIES

Your duties as a Customer Service Supervisor will include:

Strategy

• Work with the Customer Service Manager to deliver short, medium & long term MUPVC strategy for growth

• Manage continuous improvement & productivity improvement including cost reduction, variable material cost reduction & leading Business wide improvement strategies

• Support the Customer Service Manager with project actions & delivery of any key Business initiatives identified

Management

• Provide a positive & dynamic supervisory style, whilst maintaining a positive & fun working environment & culture

• Lead, motivate, guide, mentor & develop the Customer Service Team, fostering & delivering operational excellence, continuous improvement & financial performances of the Business

• Ensure a highly skilled, trained & motivated Customer Service Team, identifying training & developing needs through regular reviews & the PDR process

KPI’s

• Deliver targets & ensure KPI’s are met for Business growth & success

• Analyse & control customer service targets in accordance with the budget & sales forecast

• Prepare & deliver weekly / monthly operating KPI’s to the Customer Service Manager

Operations

• Manage the day-to-day operations of the Customer Service Team

• Oversight of all customer communications channels

• Ensure the highest levels of customer service are maintained at all times

• Effective workforce supervision to ensure service levels are met

• Oversee & liaise with the team & ensure customer issues are addressed & rectified in a timely & satisfactory manner

• Oversee & liaise with the team on progress ensuring daily & weekly targets are met

• Liaise with the Customer Service Manager, Production Manager, Despatch Manager & Contracts & Installations Manager on customer lead times

• Manage the quality control process ensuring swift action & customer satisfaction

• Support on investigating customer concerns to identify & eliminate root cause & sustain the corrective actions to eliminate repeat issues & foster ‘Right First Time’ approach

• Work closely with other members of the supervisory & management teams to meet operational budgets & timeframes for product delivery

• Ensure the relevant systems & trackers are continually updated, along with attendance management, removing unauthorised overtime & justifying authorised overtime

• Work with HR to ensure timely completion of all associated people processes, such as recruitment, productivity, employee relations, attendance management, workplace culture & performance & development management

CANDIDATE REQUIREMENTS

• Experience in a supervisory role

• Experience of managing people with the ability to set the example for the team

• Ability to motivate your team

• Experience of managing & delivering change & improving culture

• Significant experience gained within an e-commerce & manufacturing customer service environment

• Significant experience of delivering the highest standards in customer service

• Experience of the windows industry a distinct advantage

• Self-motivated and focused, with a flexible attitude

• Good attention to detail, with high levels of accuracy & a commitment to quality

• Able to work on & use own initiative & problem solve

• Strong communication, team working & people skills

• Demonstrate a professional & courteous attitude

• Act with integrity & honesty

• Positive attitude to innovation & change

• Looking to build a career in a fast-growing business

BENEFITS

• Pay grading structure
• Regular pay reviews
• Monthly attendance bonus scheme (Up to £1,040.00 per annum)
• Enhanced 32 Days holiday per annum
• Christmas shutdown
• Christmas vouchers
• Staff events
• Pension scheme
• Staff canteen with subsidised vending machines
• BUPA Employee Assistance Programme
• Company workwear and PPE provided
• Onsite secure parking
• Commitment to investing in training and development

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P13776

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