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Form of work
SalaryThe role will include daily interaction with B2B and B2C customers, ensuring they are receiving the service levels expected from your team. This position will require strong, proven and successful people management experience as well as the drive and commitment to achieve KPI's.
Key Tasks
- Supervise the day-to-day operational functions of the department.
- Implementing best practise for the efficient running of the department.
- Drive continuous improvement, making effective changes after identifying issues, implementing improved processes wherever possible.
- KPI management/ PACE (Performance Assessment & Competitive Excellence).
- Managing the team, including 121's, team building and performance monitoring.
- Acting as point of escalation for issues
- Reviewing daily reports (highlighting and managing any staff errors in advance).
- Managing team holidays, sickness and absences.
- Resolve Customer Service issues, dealing with customers directly when needed.Skills and Experience
- Experience of managing a Customer Service team
- People management - motivating, influencing and helping to achieve KPI's
- Experience of running reports
- Ability to extract, collate and present data to the management team
- Experience of liaising with other internal departments to check information, stock availability and request changes/ support
- Excellent planning, organising, prioritisation, and project management skills
- I.T. Literate in all Microsoft Packages including Word, Excel and Outlook
- Confident and professional telephone manner - direct contact with customers
Package
- Hours of work are Monday to Friday 8.30am-5pm
- Hybrid working offered
- Group company pension
- 24 days annual leave + bank holidays
- Health insurance
- Staff events
- Free on-site parking
- Staff discounts
