Telesales and Customer Service Supervisor

Creed Foodservice; Devon and Torbay; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company in the foodservice industry is seeking a Telesales & Customer Service Supervisor to manage team leaders and enhance customer service. This role involves training, motivating teams, and ensuring exceptional service delivery. The ideal candidate will possess strong leadership skills and a customer-focused mindset, contributing to a positive workplace culture.

Benefits

33 Days of annual leave

Life insurance for 2 times your annual salary

Employee discount on purchases

Access to an online discount portal

Employee assistance programme

Auto-Enrolment Pension Scheme

Additional leave

Casual dress

Company events

Cycle to work scheme

Qualifications

• Experience in Telesales or Customer Service Contact Centre Team Leader role.
• Strong desire to make a difference and go above and beyond for customers.
• Ability to manage multiple priorities and deliver results on time.

Responsibilities

• Oversee management of Team Leaders, ensuring effective communication of goals.
• Support recruitment, training, and development of the Telesales and Customer Service team.
• Monitor performance and identify training needs for ongoing development.

Skills

Customer Service Focus

Excellent communication

Interpersonal skills

Problem-solving skills

Leadership skills

Attention to detail

Numeracy

IT skills

Job description

About Creed:

Creed is a family business established in 1972 which is ambitious with its growth within the industry. We deliver a great range of multi-temperature food products, including our butchery and fresh range to caterers across the country from our bases in Cheltenham, Ilkeston & High Wycombe. It's a great place to be and we are proud of our role in supporting our local community. We are dedicated to creating a great place to work and have been recognised as a "Sunday Times Top 100" Company to work for after achieving “two star” status with Best Companies. Our people are committed to our values, choose their attitude and think customer. They work hard, are committed to providing a great service, have fun and develop along the way. Our employees often get involved in charity events, attend the Director breakfasts, put forward their ideas for improvement and contribute in team briefings. Our core business values are being: Commercial, Proud, Friendly and Nurturing.

Role details:
As Telesales & Customer Service Supervisor you will oversee the management of the Team Leaders, Customer Service and Telesales, and ensure effective communication of company and departmental goals and targets. Motivating the team leaders and taking responsibility for the ongoing training and development of the team is also a key part of the role. You will also be required to support the Telesales & Customer Service Manager with forward planning projects, liaising with departments to improve processes and setting clear targets to the Team Leaders to improve sales margins.

Some responsibilities of the role include:

• To assist the Telesales and Customer Service Manager to recruit, train and develop the Telesales and Customer Service team both for new positions and succession planning in a positive, customer focussed and professional manner.
• Contribute to a diverse, inclusive, solutions oriented, and customer service focussed culture through coaching and mentoring the team and encouraging two-way communication.
• Ensure that the department demonstrate professionalism and deliver an awesome customer experience to both internal and external customers.
• Listen to and share employee, customer and stakeholder feedback and review and suggest ideas and actions to improve employee engagement and Best Companies feedback.
• Conduct staff searches, 1-2-1’s and induction reviews in line with company policies and procedures.
• Contribute ideas and share knowledge that will contribute to innovative ways of working that improve company performance and employee engagement in line with the business strategy within departmental budget.
• Taking responsibility for the ongoing training and development of the team.
• Monitor the performance of our people with the team leaders, identify training needs and plan training accordingly on an ongoing basis.
• Supporting the Telesales & Customer Service Manager with ad-hoc projects
• Ensuring consistent telesales service circle presence
• Conducting and documenting 1-2-1’s, side by side sessions, call monitoring sessions
• Addressing unwanted behaviours within the team i.e absence management inc time keeping, performance management i,e attitude and negative behaviours
• Updating and addressing missed opportunities, motivating challenging and coaching team
• To report all accidents and promote best practice in Health and Safety and contribute to ensuring a safe working environment for all employees, workers and visitors on site

The Ideal Candidate

We're looking for someone with a strong desire to make a difference and go above and beyond for our customers.

It is essential that you have the following:

• Excellent I.T and administration skills, Numeracy, and a good level of English.
• Customer Service Focus, Excellent communication, interpersonal, relationship building and stakeholder management skills.
• An action-oriented, solution-focused individual can manage multiple priorities and deliver results on time.
• A good team player, with attention to detail and good problem-solving skills that follows processes in place and participates in sharing ideas for improvements.
• Experience working as a Telesales or Customer Service Contact Centre Team Leader ideally gained within the Foodservice sector.
• Excellent leadership skills, organisational skills and the ability to influence and motivate team members, addressing unwanted behaviours within the team whilst leading by example and proactively sourcing solutions.
• Apply commercial acumen to sales and promotional activity.
• Good excel skills and the ability to identify data trends and manage appropriately.

What you get in return:

• Competitive salary.
• Training and development and career progression opportunities.
• Recognition for doing a great job and going the extra mile from customers, your department and the rest of the business.
• Respect and support from your team, supervisors and managers.
• 33 Days of annual leave per year.
• Life insurance for 2 times your annual salary.
• Employee discount on purchases and regular special offers for staff.
• Access to an online discount portal, providing discounts for gyms, the cinema, supermarkets, high street retailers, cashback for changing your electricity supplier and much more helping you to save money on purchases that you would ordinarily make.
• Employee assistance programme that offers confidential support and advice which includes free access to legal advice, wellness programmes and much more.
• Auto-Enrolment Pension Scheme.

Creed also offer employees the opportunity to join our Savings Scheme, join the Staff Lottery to support our selected charities and be in with the chance of winning £250 each month, an additional day off each year which you can use to help a charitable cause of your choice and much more. We are also a Living Wage Foundation accredited employer
If you think you have what it takes, please click 'Apply Now' below to send your C.V for consideration.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age, as outlined in our equal opportunities policy.

Job Types: Full-time, Permanent

Pay: Up to £29,120.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Life insurance
• On-site parking
• Referral programme
• Store discount

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Ilkeston, DE7 8EF: reliably commute or plan to relocate before starting work (required)

Experience:

• Team Leading: 1 year (required)
• Sales or Telesales: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Reference ID: CIL053