Customer Service Supervisor

• At least two years of Team Supervisor or Team Manager experience within contact centre and/or back-office teams, or relevant leadership experience in other functions or companies.
• A strong performance track record of achieving KPIs, with the ability to establish plans, create meaningful business-related metrics and track progress and results.
• Experience coaching, managing, developing and motivating individuals and teams.
• Experience in complaint management, with a proven track record of improving customer service standards.
• Strong data analysis, presentation and Microsoft Office skills, including Word, Outlook, Excel and PowerPoint.
• The ability to work remotely with peers across locations and manage diverse, complex and highly sensitive issues.

• Competitive salary and extra-legal benefits.
• Multicultural and hybrid working environment, including flexible hours and home-working opportunities.
• Employee Wellbeing Benefits, including the stated "Happy You" health and wellbeing initiatives.
• Training, coaching and support for your development.
• Private Medical Insurance
• Educational Development Program

As a Customer Service Supervisor, you'll manage a team of Customer Service Representatives, with responsibility for delivering global and client KPI commitments. You'll develop and coach your team to improve performance while maintaining a high-quality, customer-focused service.

You'll also oversee operational performance, capacity planning, continuous improvement, escalations and relationships with internal and external stakeholders.

• Manage daily operations by reviewing inventory levels, call volumes, resource allocation, capacity and absences to optimise staffing and operational results.
• Lead your team to achieve expected productivity, quality and customer satisfaction measures at both individual and team level.
• Develop team performance and engagement through regular 1:1s, quarterly check-ins, coaching, training, conflict management and wellbeing support, working with the Customer Service Management Team where appropriate.
• Identify and implement improvements to customer service and business processes, measuring results and aligning new ways of working with the broader Customer Service Strategy and Management Team.
• Take ownership of escalations and operational risks, addressing issues directly or escalating them to the Senior Supervisor where appropriate.
• Build effective internal and external business relationships to support seamless service delivery, including representing the organisation during client visits, stakeholder meetings and interactions with strategic partners.
• Complete regular internal audits for team members based on feedback and improvement needs.

• Coaching, team development and motivation
• Empathy, listening and clear communication
• Organisation, planning and prioritisation
• Problem-solving and accountability
• Collaboration and relationship building
• Ability to work under pressure and support change initiatives

• KPI and team performance management
• Capacity and resource planning
• Complaint management
• Data analysis and business-related metrics
• Internal auditing
• Microsoft Word, Outlook, Excel and PowerPoint
• Operational risk and escalation management
• Continuous improvement and implementation of new ways of working
• Confidential information handling