Customer Service Supervisor

Reference:

37698CXJ

Sector:

Call Centre/Customer Service, Customer Service Team Leader

Salary:

£16.60 Per Hour

Town/City:

Uxbridge

Contract Type:

Contract

Date Posted:

10/09/2020 11:47:00

Experienced Customer Service Supervisor required for a well known brand based in Uxbridge on a 3-6 month contract

You must be immediately available with SAP experience.

Key Accountabilities of Role:

  • Ensuring B2B customer service fulfilment is achieved through effective use of resources and processes aligning to company KPI's and SLA's
  • Ensuring that the appropriate systems are maintained and updated with all consumer or customer interactions
  • Being the internal focal point for outsourced providers, such as fulfilment and call centres, as and when required
  • Monitoring existing, and developing new KPIs for the CS team, and being responsible for developing action plans to bridge any gaps in performance.
  • Developing close relationships with other stakeholders within both the UK and wider company businesses, in particular Sales and Supply Chain, introducing best practice and helping foster a 'no surprise' culture
  • Working on special projects as and when required
  • Ensuring that support is provided to both consumers and customers in respect of, equipment technical queries and subsequent warranty claims; delivery, order and payment queries; storage of personal data and GDPR queries; certification and quality standards; general enquiries.

Experience and competencies

  • Experience working within the customer service area of a commercial organisation. FMCG background preferable.
  • Strong people manager who can take ownership and accountability for team performance
  • Fluent in English, knowledge of other European languages could be an advantage, strong superior communication skills - oral and written
  • Proven consumer service experience with strong commercial awareness and customer focus.
  • Experience of working closely with staff from other business disciplines.
  • Having a 'can do' attitude and possessing a 'constructive scepticism". In other words, not being afraid to challenge conventional thought.
  • Ability to manage competing priorities, be able to deliver on time and to high degrees of accuracy.
  • Ability to work in a complex matric organisation
  • Knowledge of SAP (Must have)
  • Computer literacy - Word, Excel, PowerPoint, Internet, Outlook.

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.