Supervisor - Customer Service Team
Send My Bag, United Kingdom
Job Description
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.
Working Hours:
Your contract will be for 37.5 hours per week, consisting of 5 x 8hr shifts including a 45 minute break.
Your shift will rotate between early, mid and late starts on a monthly basis.
e.g.
Month 1: 8am - 4pm
Month 2: 10am - 6pm
Month 3: 1pm - 9pm (October - April) / 2pm - 10pm (May - September)
Your working week will usually be Monday - Friday.
During the summer peak period one month of 10am - 6pm will be replaced by 11am - 7pm.
If the night supervisor is off, the late shift will be 3pm - 11pm.
Responsibilities:
- Supervising the CS team, ensuring all isrunning smoothly with regards to taskassignment, SLA / KPIs and breaks. Depending on your shift, you may also be required toassign 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 thetraining 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.
As a technology-based business, our customer service team consists of less than 50 colleagues. We are a business where you will help and support our customers globally, whilst knowing everyone you work with.
Successful candidates will be able to demonstrate the following:
- 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 amp; 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.
As part of the interview process candidates may undertake several short tests including, typing, spelling amp; grammar.
Equality Statement: We are an equal opportunities employer and welcome applications from all suitably qualified persons. Should you be invited for interview, if you require any reasonable adjustments please let us know at that time.
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
- amp; much more
Please visit Benenden directly for more information.
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 amp; coffee only a few feet from any desk:
Team Nights Out
In recent years our team has enjoyed many good nights out including