Contact Centre Supervisor

Job Description

At MSC, we pride ourselves on driving ambition, standing by our values and investing in our people. We have a people-centric mindset, whether that’s our associates or our customers, people are at the heart of what we do. Exceptional service delivered through exceptional people.Unlock your full potential with MSC!About usWe are a leader in the supply of Metalworking and Maintenance, Repair and Operations products and services, currently employing over 240 people from our head office in Wednesbury.We are transforming the metalworking industry and changing the world of industrial product distribution.We stand out from the crowd, breaking new ground and helping our customers become the best that they can be.Our unique approach enables partnerships with our customers to understand their business and take on their challenges to provide solutions on how to build better businesses.We need people who are curious, hungry, emotionally intelligent, self-aware, humble, and above all willing to learn.Why work with usWe have a simple, but genuine belief: our people deliver results; therefore, we look after our people.Your professional and personal development is just as important to us, as it is for you. We are truly committed to unlocking your full potential and recognising your every achievement.You will be immersed in our people-centric culture and you willfeelthe difference here, we guarantee it!We really are an ambitious bunch and we know that to achieve our goals, we need more talent. That’s where you come in!Your part in the teamAs aContact Centre Supervisor,you will form part of our Contact Centre team and you will play an integral part in our Customer Experience department. You will have 13 direct reports and we need you to put your team first and encourage a culture of high-performance whilst leading by example.You can make a differenceBy now we hope MSC sounds like the right place for you to start or take the next step in your career. We’re sure you want to join a business where you can make a difference, at MSC, you can.Your team will look to you for support so we need you to be a great leader. You’ll be instrumental in creating an empowered environment, where your team feels inspired and encouraged to communicate openly. You will drive your team to be high performers and deliver results, we hold ourselves to a high standard and this standard is crucial to the ongoing success of our business.Our customers are the key to our growth, and we are committed to providing a great experience. So, using your customer-centric mindset, you will ensure that your team is dedicated to delivering the best service to our customers; both internal and external. You will encourage your team to be proud to work for MSC and be a great representative in all their interactions with our customers.You will be joining our team with a fresh perspective and you can make a real impact by asking questions around the way we do things. Using your Contact Centre experience you will be able to help us continuously improve our business and we will truly value and consider everything that you say.What you will need to succeed and help transform our businessAs ourContact Centre Supervisor, we want you to bring your experience of managing and leading a team and make a difference here at MSC. Customer-centricity is crucial to our ongoing success and we’re positive you’ll be able to further instil this into our teams.Your new position is integral to our departmental success, and we will look to you to devise effective and innovative departmental plans that align with our company strategy. We believe that creativity breeds new ideas, so we can’t wait to see the impact you’ll have.For you to truly be a great leader, you will need to utilize your excellent communication skills, across all channels. Ensuring that your team is aligned will drive our results and your ability to effectively communicate will ensure our customer’s ongoing satisfaction.Life as an associate – The PerksAs a business, we truly believe in the importance of a healthy work-life balance and our associate benefits offering reflects this. By becoming an MSC associate, you will gain access to our wellbeing programme and to a platform that provides 1000’s of discounts on huge retail names…who doesn’t love a savingOther benefits include:

25 Days holiday entitlement + Bank Holidays

Company Pension Scheme matched up to 10% of your annual salary

Private Medical Insurance

Life Insurance – 6x annual salary

Associate discounts and incentives

Free on-site parking

Cycle to work scheme

Discounted health cash plan

Ultimately, we identify talent in people who can demonstrate our values and the behaviour required to thrive in our business. So, if you can operate effectively in a team, demonstrate customer-centricity, and are eager to make a difference then we would love to hear from you.