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Call Centre Supervisor

CCS-R-W-43498
£9.50 Per Hour to £10.00 Per Hour
Permanent
Birmingham

Call Centre Supervisor / Contact Centre Supervisor

£9.50 - £10.00 p/h (Depending on Experience)

40 hours per week – Monday – Friday (Including some Saturdays) Shift pattern - 8:00am – 19:00pm (8hours Shift Monday - Friday) Saturday: 10:00am – 15:00pm

Reports to – Customer Service Manager

Due to expansion our client is looking to recruit for additional customer service staff to join their expanding call centre team, and currently have a permanent vacancy.

Job Description:

The purpose of this role is to provide full support to the Customer Service Manager, along with   providing dedicated recourse to admin tasks, helping team members on the phone and be the bridging link between the warehouse operation and the customer services. Knowing how to help lead, motivate and focus the advisors to achieve optimum performance should come as a second nature to you. You required to have excellent communication, engagement and development of people skills supported by your exceptional attention to detail with a high degree of accuracy and an ability to deliver business plans. Within the company, you are required to liaise with internal departments such as purchasing, warehouse, trade counter, and marketing. You will deal with third parties, including couriers, suppliers, and manufacturers on a daily basis to ensure we provide our customers with the best possible service.

 

Key Duties will include:

 

Working closely with the Customer Service Manager to ensure that all daily KPI targets are met with the team

Driving added value to the department and business improvement by being commercial minded and challenging

Taking customer queries via email and over the phone, maximising sales opportunities through good product knowledge and commercial acumen

Troubleshooting of return queries and being able to challenge couriers and customer alike to maximise sales retention opportunities and offering the correct product alternatives, wherever possible

Being extra vigilant and proactive in spotting and preventing potential fraud cases and high risk high, value orders

Ensuring that a close working relationship with our courier partners is maintained to ensure that all service levels are met and value for service is maximised

Championing the courier claims process for each respective carrier service and maximising potential revenue streams

System support for shipping services/methods to ensure that systems are aligned, and the correct shipping methods are being used in accordance with the relevant products

General admin support for process escalation matters, such as, complaint handling, social media, and product knowledge

Provide leadership, development and coaching of advisors. Actively engaging and supporting the development of the team to ensure team performance is met

Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

Identifying and instilling best practice, processes and systems and drive a continuous improvement environment

Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery

 

 

Core Skills Required:

 

Diligent

Problem solving

Pro-active

Multi-tasking

Flexibility in working hours

 

Key Skills Required For This Role * Proficient in all Microsoft Office programs, included Excel, Outlook and Word.

Workforce Appointments team fill hundreds of temporary, temp to perm and permanent vacancies throughout Worcestershire and South Birmingham every Year.

Operating from multiple registration centres across Redditch, Worcester and Kidderminster, our team offer a unique service tailored to match your exact needs and can assist you with the following job categories: Clerical / Administration, Call Centre, Customer Services, Sales & New business development, secretarial & PA, Accountancy & Finance, Professional and management!!

We are always searching for the best talent, so if you know anyone, why not recommend them to one of our professional team who will be more than happy to help.

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