Address
Form of work
SalaryJob Title: Customer Service Centre Supervisor
Hours: 37.5
Rate of Pay: £25,000
Location: Head Office in Darlington
Summary of main Purpose of the job
An effective Customer Service Centre Supervisor needs to have a fundamental understanding of managing a team of people towards achieving Company KPIs. Strong communication skills are essential alongside an ability to recruit, train, develop and manage a team of people to ensure the smooth running of an effective department, and achieve the best service outcomes.
Typical work activities include but are not limited to:
Management
● Daily management of the Customer Service Centre team, to agreed KPIs and objectives.
● Training and development of staff as and when required.
● Conducting 1-2-1s with your direct reports and setting development objectives.
● Walking the department floor to provide direct support to Customer Service operatives.
● Recruiting new staff for the Customer Service Centre as and when required, in accordance with company protocol.
● Follow company absence management and disciplinary processes.
● Adherence to all relevant Health & Safety policies and legislation and follow the company Health & Safety policy.
Customer Support
● Handling customer correspondence via email, telephone and letter, and any other medium as required by the business.
● Resolving complaints where necessary in accordance with the company process, achieving the best service outcomes for both the business, and the customer.
● Lead the customer experience through interaction and communication with customers and actively pursuing and promoting ways to add value to our service.
● Answering queries from customers, clubs and head office staff.
Responsibilities
● Daily processing of direct debit maintenance tasks. Responsible for adherence to the BACS schedule, ensuring uninterrupted submission of AUDDIS, and upload of ADDACS.
● Identification of issues within the club network or membership database, reporting to management as required, and development and implementation of solutions.
● Providing advice and support to club teams
● Daily processing of spa Customer Service tasks.
● Identification of issues within the spa network or booking database, reporting to management as required, and development and implementation of solutions.
● Full training will be provided on the above points.
● You will be required to be a key holder for Bannatyne’s Head Office and work on a rotational basis in order to ensure the safe closing of Head Office.
This list is not exhaustive but provides an overview of the tasks required under this role.
Any other tasks deemed appropriate for your ability and role.
About the Company
Working for the Bannatyne Group is more than just a job. Here at Bannatyne we are dedicated to well-being and are always seeking energetic, personable people to join our teams. We aim to provide a positive, welcoming and inclusive culture with plenty of team support and growth opportunities.
We offer a great range of Company benefits including FREE membership to our premium Health Clubs and discounted products and services.
Rewards & Benefits include:-
FREE membership to our premium Health Clubs
50% discount in our cafe bar (including on-site Starbucks products)
30% discount on Grenade products purchased in our cafe bar
30% discount on spa treatments and 20% discount on products
Up to 50% discounted overnight stays at any of the Bannatyne Hotels
Access to our benefits hub including high street and entertainment saving vouchers
Refer a friend incentive scheme
Employee Assistance Programme (Free 24hr personal support service)
Committed to investing in our people, we also offer opportunities for advancement and career progression, providing every employee a platform to be the best they can be.
If you like to have fun whilst working hard, be part of a high performing team with customer focus and want to enjoy the rewards this brings, click APPLY now!
We reserve the right to close this advert before the closing date if sufficient applicants have been received.
