Customer Service Supervisor

Job Description

TrophyStore.co.uk Ltd, Europes largest online retailer of trophies, medals and awards, is looking for an experienced Customer Service Supervisor seeking a fresh challenge to join its busy, expanding business in Tamworth. This is a fantastic opportunity for a forward-thinking Supervisor who has a passion for making a direct impact on the future growth andsuccess of their team and the 3 businesses within our ecommerce group.If youre a confident person with great people skills, passionate about delivering excellent customer service, while continually demonstrating excellent organisation and communication skills with a strong, supportive, hands on management style, this couldbe just the job for you.As Customer Service Supervisor, youll be developing, leading and inspiring your team to deliver outstanding customer service.Your key responsibilities will include:

• Managing and mentoring a small Customer Support team
• Day to day management of customer service and sales tasks with your team, ensuring service levels and lead times are achieved
• Replying to, acting upon and reporting on, social media activity and customer feedback
• Engaging and motivating your team, ensuring staff are multi-skilled to cover all aspects of customer support, including liaison with third party couriers and suppliers. Responding confidently and professionally to live chat, email, phone calls and socialmedia activity
• Monitoring and managing our online customer service experience
• Providing regular feedback on the efficiency of our processes, identifying development areas and implementing improvement action plans
• Training and mentoring your team to achieve excellent results and conducting regular performance reviews
• Preparation and analysis of monthly reporting management statistics as required

Skills and experience required:

• Experience supervising an office-based customer service team
• Supervisor with a commercial awareness and excellent mentoring skills
• Ability to effectively manage multiple projects/tasks of varying complexities
• Ability to meet deadlines and work calmly under pressure
• Knowledge of working with multi-channel customer support options and confidently being able to discuss the pros and cons
• Accurate attention to detail is paramount
• Must have a passionate interest for continual learning
• Show great leadership and people skills
• Well organised with an ability to multi-task and manage time efficiently
• Ability to focus and maintain accurate attention to detail in a fast-paced environment
• Excellent verbal and written communication skills with outstanding telephone manner
• Experience of dealing with and resolving difficult issues
• Strong analytical and reporting skills
• Proficient user of Office 365 including MS Word, Excel and Outlook
• Knowledge and experience of ecommerce
• 5 GCSEs including English & Maths at grades A*-C (4-9) or equivalent
• Ability to speak French (or enthusiasm to learn) would be advantageous

Here at TrophyStore.co.uk, whilst we all come to work to do an outstanding job, we also believe in having fun and ensuring everyone keeps a good work/life balance.Additional benefits:

• Full training programme
• Being part of a growing business in a growing sector
• Regular development reviews and mentoring
• Pension scheme
• 28 days holiday (inc. Bank Holidays) plus yearly incremental increases
• Eye care vouchers
• Great location with free on-site parking
• Friendly enthusiastic team ethos
• Cycle to work scheme
• Employee of the Month benefits
• Social and team building events
• Staff discounts
• All day refreshments - tea, coffee and filter water
• Doughnut, cookie, pizza days . . . and more!

Full time working hours are 40 hours per week, Monday to Friday - may include occasional Saturdays.If you are still interested and are comfortable in an environment driven by continuous improvement, and can see yourself fitting in with our demanding, complex, exciting, ever evolving business, then please send us your up-to-date CV. Well then email youa Supporting Application Form for you to complete and return without delay. This advertised position may close early if the right applicant comes along.* No Recruitment Agencies please *

Keyskills :
Customer ServiceEcommerceSupervising