Job Description
Job Title Customer Service Supervisor
Report to Customer Service Team Leader and Head Of Customer Service
Location HQ, Trafford Park, Manchester
Working Hours “Full Time – “Rotational Shift Pattern, evenings and weekends one week in four”
A bit about the company:
Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. We showcase over 130 fragrance brands available in over 200 stores throughout UK, online at www.thefragranceshop.co.uk, and via our app and mobile site, as well as over the phone. The
Fragrance Shop is on a steep growth track with many exciting new development plans on the horizon that will see us expand into new categories starting with beauty in 2017, new customer demographic groups that will come with niche and more premium brands, and into new international markets.
#Nobodycanstopus
Role Snapshot:
A pivotal role to drive excellence in customer service.
The Customer Service Supervisor’s will work collaboratively across the business to evolve the end to end customer experience.
A leading role in driving improvement and efficiency.
Responsibilities:
- Leading a small team of customer service advisors – delivering a high quality and consistent service, ensuring standards and procedures are followed
- Setting an example and leading from the front by answering customer contacts in line with agreed performance levels
- To ensure enquiries are dealt with efficiently and customer complaints are handled empathetically, professionally and in line with the values and beliefs of the Company.
- To provide the customer service team with technical support, best practice guidance and advice.
- Provide reports and feedback on the efficiency of the customer service process.
- Achieve set targets and deliver KPI's.
- Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
- Monitor productivity and performance through KPIs and quality monitoring
- To take responsibility for carrier queries and claims monitoring performance
- Identifying potential issues and bottlenecks and providing innovative solutions to customer problems
JOB TITLE 1
- Reviewing and improving systems and practices to streamline processes and drive optimum efficiency
- Work collaboratively with all business areas with the customer foremost in mind
- Provide weekly / monthly analysis of most reported issues / complaints and offer workable solutions
- Responsible for loss prevention, fraud checking and chargebacks
- To provide awareness of industry best practice that would benefit the business
- Provide escalation point for customer complaints
- Train new starters
- Manage the workload and delegate daily tasks
- Ensuring all deadlines are met during the shift
- General admin duties, refunds/replacements, updating trackers.
These Responsibilities are on a rotational basis and will be shared
Experience/Skills:
- Strong customer service ethic.
- Listens to and values the opinions of others.
- High level of integrity, trust and respect.
- An effective communicator.
- Strong numerical and analytical skills
- A problem solver.
- High energy and drive.
- Approachable, adaptable and flexible.
- Passionate and self-motivated.
- Builds strong personal relationships.
- Knowledge of customer service principles and practices.
- Knowledge of relevant computer applications.
JOB TITLE 2
Job Types: Full-time, Permanent
Salary: £23,000.00-£24,000.00 per year
Flexible Language Requirement:
Ability to commute/relocate:
- Manchester: reliably commute or plan to relocate before starting work (required)
Experience:
- Supervising: 2 years (preferred)
- Customer Service: 1 year (preferred)
Work Location: In person