Customer Care Supervisor - Chorley - Permanent - £30,000 - £32,000
Forrest Recruitment Ltd are delighted to be working with a successful, forward-thinking business who are leader in their field and have decades of industry experience. They are an attractive employer who have a culture focused firmly on their people and on providing a quality service to their customers. They boast an impressive staff retention rate and due to continued growth, they are seeking a Customer Service Supervisor to join their Customer Care team of 7 based at their Head Office in Chorley.
You will play a key role in delivering a first-class customer experience - the job is primarily focused on day-to-day customer support via telephone and email, alongside which you will support the Customer Care Manager with supervising the team and helping to coordinate the daily operations for the team.
Customer Care duties:
* Delivering a first-class customer experience, by offering advise and resolving queries through to resolution
* Communicating with customers via telephone and email to assist with general enquiries, product advise and order status updates
* Providing clear information and resolving the query to the customer's satisfaction
* Using the ERP system to maintain detailed customer records, provide order updates and make amendments to orders
* Effectively managing own workload and diarising callbacks on the system to make follow up calls and manage customer expectations
* Working closely with internal teams to support the resolution of customer issues
* Providing accurate and efficient responses to customer concerns/complaints to ensure a positive experience
* Encouraging customers to leave reviews on Trust Pilot to grow the positive image of the company brand
* Offering long-term support to customers and building relationships
* Providing product advise (full training provided) and discussing warranty claims
* Handling queries and complaints regarding damages, quality issues and incorrect products
* Meeting performance KPI's on response times, resolution rates and customer satisfaction scores
Supervisory duties:
* Supporting the Customer Care Manager with daily coordination of team workload and priorities
* Reviewing where the team are up to with tasks and providing solutions to issues - being a sounding board for the team for ideas
* Stepping up and overseeing the team during periods of absence, meetings and annual leave
* Being a positive example to the team and helping to ensure customer care processes are followed consistently by the team
* Acting as right hand person to the Customer Care Manager and being the first point of contact for internal teams needing updates/assistance with processes
* Highlighting improvements to the customer journey and helping to coach/develop the team
Working hours (40 hours per week)
* Monday to Friday - alternating weekly shift pattern - 8am-4:30pm/9am-5:30pm
* May be a requirement to work later in busy periods as the business requires
Company Benefits: 33 days holiday (including Bank Holidays and extended Xmas break) / Paid day off for your birthday / Life Circumstances Leave / Company Social Events / Holiday Buy Back Scheme / Volunteering Days / Recommend a Friend scheme / Company Sick Pay / Enhanced Maternity and Paternity Leave / Free tea, coffee, and soft drinks / Employee Discount Scheme / Free on-site car parking
Please note - dog friendly office
We are seeking a customer-focused candidate who also possesses strong leadership and staff motivation skills to ensure a seamless customer experience, whilst also assisting to oversee the team. You will be an exceptional communicator who is self-sufficient to manage your own workload and support others. Must be able to remain calm under pressure, be hands-on in a busy environment and remember that "the customer is always right" This is a great opportunity for someone to build a career in a leadership role.
For more information regarding the above role, please call Leanne or Rhiannon on (phone number removed) or forward to CV for consideration.
Please note that due to the high volume of applications we receive, only those successfully shortlisted for the role will be personally contacted.
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