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Form of workJob summary
This position is permanent, full time and based in our Bangor (Northern Ireland) office.Starting salary of £32,000, moving to £34,000 after 12 months - subject to performance conditions having been met.Annual bonus of up to £1667 (paid quarterly) based on SLA/KPI achievements.
Job seniority: mid-to-senior level
Responsibilities
• Supervising the CS team, ensuring all is running smoothly with regards to task assignment, SLA / KPIs and breaks. Depending on your shift, you may also be required to assign tasks and draw up a break rota.• Assisting the team with questions and escalations.• Assisting with general CS workload as required.• Shared CSS tasks such as complaint handling and goodwill assessment.• Daily review of any tasks for which you have been appointed the CS management team key person.• You may from time to time be asked to assist with other duties such as the training of new recruits.
Requirements
• With over 100,000 reviews averaging 4.7/5, we are the highest reviewed service of our kind worldwide and this has been achieved through providing the highest level of Customer Service.• A typical day will require you to manage team members within the office, as well as interacting with customers and courier partners via phone and emails.• This position is open for applications from those within and outside of the company. If applying from outside of the company, experience of working in a Customer Service management team position, or a similar position which included team management and handling customer escalations, will be required.• If applying from within the company, and you do not have Customer Service management team experience from a prior role, applications are still welcome and instead your track record within the company, including particularly with regards to handling escalated customers, will be taken into account.• Successful candidates will be able to demonstrate a professional yet friendly and engaging way with team members and customers.• The ability to construct well-written emails in good time.• An excellent telephone manner allowing them to speak clearly with international customers and couriers by phone.• The ability to think on their feet and remain calm under pressure.• GCSE Maths & English grades A - C is a minimum requirement, while A-levels grades A - C or an undergraduate degree is preferred.• Experience with PCs on a day-to-day basis is required, successful candidates will be working with our in-house software to manage active orders on the service.• Training will be provided however it is important that candidates have previous experience in this area and their application should reflect this.
Benefits
• Salary Progression: While public sector pay freezes have seen many peoples' wages stand still, over the last 4 years our Supervisor wages have risen by a massive 61%.• Health and Well being: Benenden Private Healthcare Including; 24/7 GP Helpline, 24/7 Mental Health Helpline, Medical Diagnostics, Medical Treatment, Physiotherapy, & much more• Free Annual Eye Test• Working Environment: On site car parking with FREE electric car charging. Our new Bangor office is built and equipped for purpose; from state of the art sound dampening, to multi-point adjustable chairs and free tea & coffee only a few feet from any desk.• Team Nights Out: In recent years our team has enjoyed many good nights out including Cabaret Supper Club and VIP suites in the SSE Arena for shows such as Michael McIntyre and Kevin Bridges.
