Job Description B2C Customer Service Supervisor Hunter Boot Ltd Location: Hybrid – South Queensferry/Remote Days: 5 out of 7 (Sunday- Saturday) Hours: 37.5 (9-5:30pm/10:30-7pm) Contract: Permanent Reports to: B2C Customer Service Manager Our Company Hunter was born out of the British obsession to unearth something new. Forged by the desire to discover, the spirit of Hunter was created. Since the business was founded in Scotland in 1856 we have taken the path that others dare not take. Consequently, we are proud of our history of innovation and pioneering design. How we do things We take the path that others dare not take. We create change to grow for the future. We enjoy what we do and the team we work with. We deliver to deadlines and ensure high quality. We value teamwork and help everyone to achieve our goals. We believe in Hunter and we are excited about the future. The Job The B2C Customer Service Supervisor is an integral role in our business, supporting the B2C Customer Service Manager, sitting within the Customer Engagement team. You will work as part of an in-house team who supports and leads our 3 rd party customer service provider. This role is responsible for ensuring first class service is delivered to the Hunter customer across multiple communication channels. The position will entail monitoring the customer service team’s activity and providing insights as well as solutions to improve customer pain points. The Person The individual must be excited at the prospect of improving our customer’s relationship and experience with the brand. Prepared to go above and beyond, this role requires a compassionate, hardworking and dedicated person with a customer centric focus and a desire to ‘make things happen’. The individual must thrive when using their own initiative to improve customer sentiment, being able to work efficiently under pressure in a fast-paced environment with confidence. Multi-tasking and trouble-shooting must be second nature to efficiently work across different systems. They must have excellent verbal and written skills as well as be an expert at customer service courtesy communication with a minimum of 2 years’ experience. The Detail The key responsibilities of this role are: Support the B2C Customer Service Manager in supervising of a 3 rd party contact centre - maintaining Hunter’s strategy to ensure customer service SLAs are delivered successfully; identifying training issues and assisting with the development of training workshops. Act as a point of contact for agency and internal escalations, ensuring complaints are resolved and any further issues are prevented. Lead the customer engagement visibility on returns, ensuring that customer satisfaction is maintained and timeliness is maintained. Liaising daily with customers to ensure absolute resolution to a ‘Hunter’ standard. Checking systems and troubleshooting order/finance problems Reviewing & responding to customer reviews Liaising with other Teams across Hunter and external to find solutions for the customer Training and Quality assessments within the Teams