Customer Service Supervisor

ZipRecruiter; Tewkesbury; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Join a leading team as a Customer Service Supervisor at ZipRecruiter, based in Tewkesbury. You'll ensure excellent customer service by supervising a dedicated team, managing queries, and contributing to a collaborative working environment. Enjoy hybrid working options, professional growth opportunities, and a supportive culture, along with 25 days of annual leave and employee discounts.

Benefits

Hybrid working options

Professional growth opportunities

Collaborative and supportive team environment

25 days annual leave, plus bank holidays

50% employee discount on full price items

Qualifications

• Strong operational background and customer service experience required.
• Ability to cope under pressure and manage multiple tasks efficiently.
• Flexible and adaptable personality for handling varying responsibilities.

Responsibilities

• Manage customer queries via calls, live chat, and email.
• Supervise and train customer service team members.
• Oversee Trustpilot management and report on SLA targets.

Skills

Excellent communication skills

Organisational skills

Planning skills

Ability to multitask

Ability to work under pressure

Team-oriented

Job description

Job Description

Customer Service Supervisor

Location: Head Office, Tewkesbury (Hybrid working options available)

Contract type: Permanent

Hours: 35 hours per week, Monday to Friday (with occasional weekends in peak periods)

Salary: Up to £30k

Join the Shoal at Weird Fish! We are a talented and Dynamic team who work hard and represent the retail lifestyle brand we love. We offer something different from the norm, a sense of fun, an eye for practicality and plenty of style and quality. We are looking for a passionate individual to join the team, to help us grow and shape the exciting journey we are on.

We are seeking a talented Customer Service Supervisor to join our central team. You will be operationally strong, ensuring excellent customer service, and have great communication skills.

Your key areas of focus:

• Answering incoming calls to the customer services line and resolving customer queries.
• Communicating with customers professionally by telephone, live chat and email.
• Internally communicate with stakeholders across the business functions including Retail, Ecommerce and Buying colleagues.
• Management of Marketplace customer communication across our growing marketplace retailers.
• Ownership of Trustpilot.
• Supporting the management team with various admin tasks.
• Being flexible about duties to meet customer needs which may include online data improvement, utilising our content management system.
• Working to targets to achieve SLA’s and reporting on the results.
• Supervision and management of the customer service team.
• Train and upskill customer service colleagues as needed.
• Build and foster a positive work environment.

What our Shoal needs:

• Excellent communication skills to interact with customers and team members.
• Flexible to meet the needs of the business. Although this role is predominantly Monday - Friday. During our peak periods, some weekend working might be expected.
• Highly motivated and confident individual who possesses excellent written and verbal communication skills.
• Good organisational and planning skills and the ability to multitask.
• You will need to be able to cope under pressure and work to tight deadlines, whilst still ensuring attention to detail and accuracy.
• The ideal candidate will be personable and collaborative. Someone who thrives working in a team environment.

What We Offer:

• Hybrid working with a minimum of 2 days a week in the office.
• Opportunities for professional growth and skill development.
• Ability to have input and impact in our organisation.
• A collaborative and supportive team environment.
• 25 days annual leave, plus bank holidays. Annual leave entitlement increases with length of service increments.
• 50% employee discount on full price items.

If you are passionate about delivering exceptional customer service and have the skills and experience, we’re looking for, we’d love to hear from you!