Sales & Customer Service Supervisor

Sales & Customer Service Supervisor

Customer Service Responsibilities – General Tasks:
• Provide first class customer service
• Lead a team, ensuring that the best talent is sourced, developed, managed, and engaged -leading to a highly motivated team environment that meets and exceeds business expectations
• Implement and maintain a culture of continuous improvement
• Ensure all Compliance and Quality policies are implemented and applied in your area and robust procedures, work instructions, training are in place
• Develop a culture of continuous improvement focused on enhancing the end-to-end customer experience
• Ensure tasks are carried out across x4 sales channels equally
• Promote and enforce the need to capture customer feedback carefully and consistently on internal systems
• Review monthly feedback acting where appropriate to avoid issues recurring
• Continuously striving to reduce complaints and improve customer satisfaction
• Monitor lost calls/average waiting times to improve service levels
• Continuously look for improvements to processes working with other teams to implement
• Process sales orders, stock issues, replacements, and customer returns
• Follow up all sales leads and requested call backs, delivery issues and meet all set performance targets
• Ensure customer reviews are appropriately dealt with

Commercial Responsibilities:
• Promote and enforce upsell and cross-selling
• Contribute to product development
• Provide support to the marketing team when preparing for events, processing competitions, eBay/Amazon listing administration and website mystery shopping
• Be constantly aware of competitor actions/press stories

Personnel Responsibilities:
• Ensure staff are fully trained and any additional training is carried out to a high standard
• Continuously review staffing levels especially during key, busy & holiday periods
• Monitor staffing levels on a daily/weekly basis to react to business changes or absence, taking appropriate action
• Ensure timesheets, sickness forms, holiday forms etc. are passed to payroll and team holiday/sickness logs are kept up to date
• Carry out appraisals and return to work interviews as required
• Arrange monthly one-on-one sessions with each team member and daily team meetings to discuss the priorities/tasks for the day ahead

Qualifications and Education Requirements:
• Strong supervisory/management background in a busy Customer Service environment
• Proven track record building and managing highly engaged operational teams and hitting operational KPIs
• Professional, organised and commercially savvy
• Customer centric mind set
• Able to communicate effectively, show empathy, patience and remain calm, adopt a positive attitude to difficult situations and working under pressure
• IT literate, confident working on Sage, Magento and Bespoke Internal systems
• Able to plan and utilise resources effectively
• Confidently able to deal with people at all levels in a timely and efficient manner
• Creative problem solver with strong planning and decision-making skills
• Flexible approach to working hours, willing to work weekends if/when required

Preferred Skills:
• Equivalent of University Degree or equivalent desirable experience
• Experience working for a lifestyle/consumer brand preferred but not essential
• An interest in wildlife is preferred but not essential

Hours & Salary:
• 8.30am to 5pm Monday to Friday

Job Types: Full-time, Permanent
Salary: £24, 000.00-£26,000.00 pa