Customer Service Supervisor

A fantastic opportunity has arisen in Peterborough with one of Adecco's long-standing clients. Based in the town centre in a modern and welcoming office, our client - a growing utilities company - are looking for a senior Customer Service advisor to join their team. This is a supervisory level opportunity providing a key link between the Customer Service advisors and the CSA team leader. This is an exciting new position that would suit someone familiar with a fast-paced office who can demonstrate a supportive manner and good Customer Service skills.

The Senior Customer Service Advisor will be responsible for providing all-round support to the Customer Service team.

Key responsibilities:

• Be the initial escalation point for complex queries.
• Ensuring the Customer Service team are kept on task and identifying areas for productivity improvement.
• Escalating issues, such as IT or team disputes to the team leader or head of Customer Service.
• Supporting the team leader by providing feedback on individual CSA performance and assisting in training new advisors.
• Act as a role model for the Customer Service team.
• Provide excellent Customer Service to all customers across all channels of communication, including telephone, email and webchat.
• Respond to queries raised by customers in a polite and friendly manner.
• Investigate and resolve routine customer enquiries at first point of contact, ensuring the delivery of an efficient and effective service to our customers.
• Ensure complaints are treated seriously and ensure complaints procedures are followed.
• Always ensure compliance with data protection procedures.

This role is suitable for an individual who is comfortable providing guidance and support to a wider team and who can handle additional responsibilities on top of the day-to-day requirements of a Customer Service advisor position. Previous Customer Service experience in a supervisory role is highly beneficial. A satisfactory level of experience in a Customer Service call centre is essential.

Please note: This role includes shift work, including early morning, evenings, and weekends. The earliest shift starts at 6am and the latest shift finishes at 11pm. You will be required to work all shift patterns.
In return for the above responsibilities, you will be offered the below benefits:

• 20 days annual leave (rising to 25 with length of service) + Bank Holidays
• Customer Service Advisor Incentive Plan (up to 1000 payable per year)
• Employee online Wellbeing Centre + free Employee Assistance Programme
• Employee discount & deals scheme on a range of products & services
• Fabulous office environment, fresh, modern with onsite caf
• Newly refurbished free access to gym and bootcamp classes at Stuart House
• Our corporate social responsibility program allows up to 2 days per year for volunteering purposes.
• Regular Social Events including Summer Party in London and Christmas Party in Peterborough

Interviews are currently taking place so if you are interested in the job or know anyone who might be and would like more information on the role and business, please contact Dawn Wesby at Adecco Peterborough on (phone number removed).

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.