Accessibility Links
Subsectors

Customer Service Supervisor

  • Job type: Contract
  • Job reference: : BBBH146753
  • Location: Scotland, North Lanarkshire, Motherwell
  • Sector: Corporate, Management, Utilities
  • Salary: £15.25 - £16.25 per hour
  • Date posted: 25/04/2019


Customer service supervisor role - 15.25p/h PAYE
Role

  • Fully responsible for the day to day management of the regional / country based and Omni Channel Customer Care Team delivering first class, professional customer service to external customers and a high quality front line service to the company.
  • Drives process improvements and eliminates waste to increase productivity and customer experience.


Key Responsibilities

  • Manage the order management process within the regional / country based
  • Establish and measure KPI's
  • Recruit, induct, develop, support and motivate a team delivering front line customer services
  • HPD responsibility
  • Motivating and driving performance with the team
  • Working closely with Customer Solution Manager and Account Managers as well as the Supply Chain Planning Team
  • Monitor and track critical customer issues on a daily basis.
  • Coaching and mentoring of individuals to support their ongoing development against the company behavioural framework. This will include conducting appraisals.
  • To conduct regularly team meetings.
  • Take ownership of and resolve accordingly any queries escalated by the Customer Care Team.
  • Support projects and process improvements to increase customer experience and productivity.


Skills Required

  • Customer centric with a go-do attitude
  • Demonstrated communication skills both written and verbal
  • Self-motivated capable of working to challenging team/personal targets
  • Able to work to tight deadlines
  • Analytical thinking - ability to understand cause and effect
  • Managing Pressure Effectively
  • Good organizational skills with an ability to prioritize.
  • Fluent in English plus one additional non-native language (German/French/Italian/ Spanish/ Dutch)
  • Understanding of our systems (SAP) and processes
  • Microsoft Office knowledge, strong with Excel


Experience

  • Minimum 3 years working experience in a Customer Service environment
  • Strong organizational, leadership and interpersonal management skills
  • Previous experience in a team leader role
  • Previous experience working with SAP
  • Experience in influencing skills at all level of the organization

For more information about this role please contact our Manchester office