Customer Service Supervisor (Evenings)

TN United Kingdom; Leicester; On-site; GBP 28,000; Full time

Job summary

An established industry player is seeking a Late Shift Customer Service Supervisor to lead a dedicated team in Leicester. This pivotal role focuses on enhancing customer experiences and achieving key performance indicators. You will be responsible for guiding your team to deliver exceptional service, ensuring adherence to quality standards, and fostering a culture of continuous improvement. With a structured career path and opportunities for personal growth, this role is perfect for someone passionate about customer service management and eager to make a difference. If you thrive in a dynamic environment and possess strong leadership skills, this opportunity is for you.

Qualifications

• Proven experience in enhancing customer service quality and achieving KPIs.
• Strong problem-solving and critical thinking skills.

Responsibilities

• Ensure team adherence to working practices to meet KPI targets.
• Monitor call handling performance and SLA compliance.
• Conduct one-to-one meetings with team members for training.

Skills

Problem-solving

Critical thinking

Leadership

Customer service excellence

Job description

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Client:

The Talent Crowd

Location:

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

3766c9990296

Job Views:

4

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

Elevate your career in customer service management with a pivotal role that places you at the heart of ensuring exceptional customer experiences. A prestigious company in Leicester is seeking a dedicated Late Shift Customer Service Supervisor to lead a team of ten, driving the delivery of top-tier service from 3pm to 11pm, Monday to Friday, £27,500.

This role is not just another job; it's a chance to shape the customer journey, providing leadership and direction to a committed team. The successful candidate will play a crucial role in maintaining a high-quality customer experience for UK internal and external clients, with a focus on achieving a 'single call' solution to enhance customer retention and reduce lost units due to subpar service.

As a steward of the company's service standards, the Late Shift Customer Service Supervisor will be instrumental in evolving task completion processes. This will empower field colleagues to concentrate on repair and safety, thereby reducing waste, improving margins, and fostering growth.

Key Responsibilities:

1. Ensuring team adherence to documented working practices to meet all KPI targets.
2. Monitoring key indicators such as call handling performance, key account reporting, and SLA compliance.
3. Conducting regular one-to-one meetings with team members, incorporating call handling training through recorded calls to guarantee consistent quality of service.

Ideal Candidate:

1. A fervent drive to enhance the quality of service for customers and ensure delivery on key KPIs.
2. Proven experience in problem-solving.
3. Confident problem-solving abilities.
4. Strong critical thinking skills.
5. A high level of self-sufficiency.
6. A track record of innovation and creativity.

In return for your expertise and commitment, the role offers a structured career path, with ample scope for personal and professional development. Immerse yourself in a culture that values your innovative ideas and creative solutions, all while enjoying the satisfaction of making a tangible difference to customer experiences.

If you are ready to take on this vital supervisory position and contribute to a thriving team, please submit your application. Join a company that recognises and rewards your drive to excel in customer service management.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.

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Created on 18/04/2025 by TN United Kingdom