Customer Service Supervisor

Recruiter
Mulberry Recruitment
Location
Farnborough
Salary
23000.0000
Posted
18 Mar 2017
Closes
17 Apr 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time

Customer Service Supervisor
Location: Farnborough
Salary £23-25k

The role of the Internal Account Manager is to provide excellent service to the client, retailers, and consumers. To oversee the general smooth running of the Account which entails providing support to head office, sales teams and the management team globally. This will entail liaising through the whole supply chain for example IT departments, Warehouse Management, Suppliers i.e. delivery companies managing processes for optimum service delivery. You will also oversee a team of advisors, managing the day to day priorities of the team to deliver within SLAs.

Key Tasks

Liaise between the client and team
Take responsibility the reporting of output in terms of quality and other performance metrics
Problem solve day to day issues for a quick resolution to meet the client and business needs.
Ensure that clients are kept happy and satisfied by providing prompt responses and solutions to their challenges at all times.
Ensure targets and service levels are met by reviewing team workloads.
Capture and Data Analysis to make informed decisions and recommendations for continuous improvements.
Prioritising and allocation of workloads to team members.
Acting as a coach to existing members of the team to improve performance and productivity.
Communication to team members of changes in processes and procedures.
Quality checking of workloads to ensure work is being completed to a satisfactory level.
Facilitate structured training sessions for new employees.
Undertake various tasks which consist of email responses, correspondence, escalation phone calls, and customer complaint resolution either on the phone or in writing.
To act as a coach, answering queries and acting as a first point of contact for clients and staff.
To act as a role model by following company and client procedures, maintaining a can do attitude at all times.
To use various Client/Company software competently.
Motivate team members to retain staff.
To be actively involved in recruitment for new team members.
Return to work/one to ones/performance reviews to be undertaken when required.

Skills and Requirements

Excellent verbal and written skills
Good people and interpersonal skills
Maintain calmness under pressure
Undertake tasks with speed and accuracy
Management Experience
Customer service experience
Supply chain understanding
Confident and assertive
CRM systems
Ability to prioritise work
Have a can do attitude
MS office - Excel, Word & Outlook