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Customer Care Supervisor - Horsforth

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Posted By: Huntress Search Limited
Address:
Contact: 0113 205 6400
Date Posted: 10th Oct 2008
Salary: £20000 per annum + excellent benefits package
Location: Leeds
Reference Code: RA/Supervisor
Views Since Posting: 54
Full Description:

Title: Customer Care Supervisor Salary: £20,000 + bonus

Are you an experienced Customer Service Supervisor but sick to death of call centres? If you pride yourself on providing excellent customer care and are struggling to find an exciting and challenging role then this could be the position for you. This is a fantastic opportunity join a forward thinking organisation and be part of a brand new Customer Care Centre. You will be responsible for managing and motivating a team of Customer Care Executives, ensuring customer queries and issues are dealt with promptly and appropriately. Please apply for this role if you have the proven ability to manage and train a customer care team in a demanding environment.

The Role:
In this full-time permanent position the Customer Care Supervisor will be responsible for managing a team through effective leadership, offering development support and direction. You will be responsible for ensuring the team are trained, motivated and directed to achieve the required standard of performance; and ensuring that performance concerns and any disciplinary matters or grievances are effectively addressed. Responsibilities will include contributing to, and work with the HR department in the recruitment, selection, induction and training of permanent and temporary personnel as appropriate; ensuring that calls are answered and acknowledged according to prescribed procedures and standards of courtesy; ensuring that appropriate and accurate information is elicited from customers to enable judgement to be made about the precise nature of their issues and the necessary solution; ensuring that calls are escalated for the job holder's attention where customers are either abusive or reporting circumstances which could lead to loss of business; in conjunction with the Head of Customer Care, to plan and implement periodic sales/marketing campaigns and telesales initiatives and to maintain an up to date and detailed knowledge of the Company's products and services to facilitate this process. In addition to this responsibilities will include ensuring that all necessary records are kept; ensuring that the prescribed proportion of calls received are resolved in real time to the customer's satisfaction; and that calls which require further investigation or third party involvement are resolved and feedback provided to the customer within the specified response times; ensuring that customers are called once confirmation has been received that issues or queries have been resolved, to confirm satisfaction with the solution, ensuring that this call is used as the basis for an up-selling exercise; organising in conjunction with colleagues periodic team meetings to discuss future sales initiatives, assess team morale and enthusiasm and ensure that any difficulties or grievances are discussed and resolved.

Who we're looking for:
We are looking for someone who has experience of managing and motivating a team within a customer service / sales environment. You must have an understanding of telesales techniques and have the ability to train staff in these skills. You must be extremely reliable and a good role model for your team. Good IT skills are a must, as is an understanding of spreadsheets and reporting techniques. Flexibility is a must for this role as you will be working on a rotating shift pattern and will occasionally have to work extra hours.

The company:
This is a great opportunity to work within an interesting industry sector, for a forward thinking organisation.

Hours:
40 hours per week worked on a rotating shift pattern. Hours worked will be between 8am and 10pm and you will be required to work some evening, weekends and bank holidays.

Location:
Horsforth, North Leeds

Benefits/Additional Information:
An excellent benefits package applies to this role.

Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation.

PLEASE NOTE! It is unlawful to employ a person in a UK-based job who does not have permission to live and work in the UK. You should make yourself aware of how immigration laws apply to your situation before applying for any jobs.

We are acting as a Recruitment Business in relation to this role.