Customer Service Supervisor

Nova Leisure Ltd; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Pension

22 days annual leave

Career progression

Employee Assistance Programme

Job summary

Nova Leisure Ltd in the United Kingdom is looking for a Retail Supervisor to oversee the smooth operation of the department while motivating the team to enhance performance. Key responsibilities include managing retail operations, ensuring compliance with safety regulations, and fostering a customer-focused culture.

The ideal candidate will demonstrate strong communication skills, energy, and strategic flexibility to deliver exceptional service and drive customer satisfaction in our branches.

The position also offers career progression and a supportive work environment.

Qualifications

• Demonstrated ability to develop customer relationships and drive connectivity.
• High levels of focus and energy in delivering best in class service.
• Flexibility to support branch operations with strategic thinking.

Responsibilities

• Supervise retail operations and manage a multi-skilled team.
• Conduct regular colleague reviews to enhance engagement.
• Deliver structured briefings aligning with business KPIs.
• Ensure compliance with health and safety legislation.
• Create a customer-first culture with a focus on service excellence.

Skills

Communication skills

Customer relationship development

Energy and drive

Flexibility in tasks

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
• Genuine career progression
• Access to a 24 hour Employee Assistance Programme, offering financial and wellbeing support