Customer Service Supervisor with previous experience in a supervisory role gained within an e-commerce & manufacturing customer service environment, who has excellent organisational, communication, customer service, team leadership and management skills is required for a well-established company based in Hinckley, Leicestershire.
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SALARY: from £32,000 per annum
LOCATION: Hinckley, Leicestershire (LE10)
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 40 Hours per Week, Monday - Friday
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JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Supervisorwith previous experience in a supervisory role gained within an e-commerce & manufacturing customer service environment, who has excellent organisational, communication, customer service, team leadership and management skills.
Working as the Customer Service Supervisor you will manage the daily operations of the Customer Service Team ensuring on time & in budget delivery, to enable effective, efficient & cost-effective delivery of quality product & service to customers working to company process standards & operating procedures.
As the Customer Service Supervisor you will be responsible for overseeing and liaising with the team ensuring customer issues are addressed and rectified in a timely and satisfactory manner.
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DUTIES
Your duties as a Customer Service Supervisor will include:
Strategy
Work with the Customer Service Manager to deliver short, medium & long term MUPVC strategy for growth
Manage continuous improvement & productivity improvement including cost reduction, variable material cost reduction & leading Business wide improvement strategies
Support the Customer Service Manager with project actions & delivery of any key Business initiatives identified
Management
Provide a positive & dynamic supervisory style, whilst maintaining a positive & fun working environment & culture
Lead, motivate, guide, mentor & develop the Customer Service Team, fostering & delivering operational excellence, continuous improvement & financial performances of the Business
Ensure a highly skilled, trained & motivated Customer Service Team, identifying training & developing needs through regular reviews & the PDR process
KPIs
Deliver targets & ensure KPIs are met for Business growth & success
Analyse & control customer service targets in accordance with the budget & sales forecast
Prepare & deliver weekly / monthly operating KPIs to the Customer Service Manager
Operations
Manage the day-to-day operations of the Customer Service Team
Oversight of all customer communications channels
Ensure the highest levels of customer service are maintained at all times
Effective workforce supervision to ensure service levels are met
Oversee & liaise with the team & ensure customer issues are addressed & rectified in a timely & satisfactory manner
Oversee & liaise with the team on progress ensuring daily & weekly targets are met
Liaise with the Customer Service Manager, Production Manager, Despatch Manager & Contracts & Installations Manager on customer lead times
Manage the quality control process ensuring swift action & customer satisfaction
Support on investigating customer concerns to identify & eliminate root cause & sustain the corrective actions to eliminate repeat issues & foster Right First Time approach
Work closely with other members of the supervisory & management teams to meet operational budgets & timeframes for product delivery
Ensure the relevant systems & trackers are continually updated, along with attendance management, removing unauthorised overtime & justifying authorised overtime
Work with HR to ensure timely completion of all associated people processes, such as recruitment, productivity, employee relations, attendance management, workplace culture & performance & development management
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CANDIDATE REQUIREMENTS
Experience in a supervisory role
Experience of managing people with the ability to set the example for the team
Ability to motivate your team
Experience of managing & delivering change & improving culture
Significant experience gained within an e-commerce & manufacturing customer service environment
Significant experience of delivering the highest standards in customer service
Experience of the windows industry a distinct advantage
Self-motivated and focused, with a flexible attitude
Good attention to detail, with high levels of accuracy & a commitment to quality
Able to work on & use own initiative & problem solve
Strong communication, team working & people skills
Demonstrate a professional & courteous attitude
Act with integrity & honesty
Positive attitude to innovation & change
Looking to build a career in a fast-growing business
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BENEFITS
Pay grading structure
Regular pay reviews
Monthly attendance bonus scheme (Up to £1,040.00 per annum)
Enhanced 32 Days holiday per annum
Christmas shutdown
Christmas vouchers
Staff events
Pension scheme
Staff canteen with subsidised vending machines
BUPA Employee Assistance Programme
Company workwear and PPE provided
Onsite secure parking
Commitment to investing in training and development
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HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P13776
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