Support Supervisor

Are you experienced in managing high level customer queries, resolving complaints, and ensuring a great customer journey? Do you have leadership experience in a customer service environment, including coaching and training of staff?

TPP are recruiting a Support Supervisor on behalf of our client, an organisation providing membership and solutions to ensure the sustained development of a skilled workforce.

Work setting: Hybrid (2 days a week from the office)
Salary: £34,000 per annum
Hours: 12-month FTC, Full-time (37 hours per week)
Location: Solihull

The Role:

As the Support Supervisor, you will lead the Support team in delivering exceptional customer service. You will oversee day-to-day operations, ensuring the timely processing of registrations, card production, and distribution, as well as acting as the first line resolution of internal team queries and customer complaints.

Main responsibilities:

• Lead the Support team, ensuring service levels are met for registration processing and customer communication.
• Collaborate with finance to resolve invoicing issues and with marketing to deliver customer communications.
• Act as the first line of resolution for internal team queries and customer complaints.
• Produce reports on customer complaints and trends.
• Ensure compliance with data protection legislation.
• Respond to all incoming customer communications, escalating any issues on a timely basis to the Service Delivery Manager.
• Develop and deliver regular customer surveys providing analysis of the results.
• Review feedback received by the Support team to identify system and process improvements or training needs.

Essential requirements:

• Experience in team leadership in a customer service environment.
• Experience in complaints management.
• Excellent interpersonal skills with a focus on delivering outstanding customer experiences.
• Detail-oriented with strong IT and reporting skills.
• Thrive in a fast-paced environment and enjoy working collaboratively with internal and external stakeholders.
• Proactive approach to problem-solving and continuous improvement.
• Strong knowledge of Microsoft Office (especially Word and Excel).

If this sounds like the role for you, then we would love to hear back. We are reviewing CVs as and when we are receiving them so, if you are keen to apply, then please do so today!

TPP are always keen to speak with candidates looking to work in the sector so if this role isn't quite right for you, please do check out our website www.tpp.co.uk and pop your CV over to us!

We want you to have every opportunity to demonstrate your skills, ability and potential; please contact us if you require any assistance or adjustment so that we can help with making the application process work for you.