Sales & Customer Service Supervisor
- Employer
- Pertemps Telford
- Location
- SY4, Upton Magna, Shropshire
- Salary
- £24000 - £26000/annum
- Closing date
- 6 Feb 2021
Job Details
Customer Service Responsibilities – General Tasks:
Provide first class customer service
Lead a team, ensuring that the best talent is sourced, developed, managed, and engaged -leading to a highly motivated team environment that meets and exceeds business expectations
Implement and maintain a culture of continuous improvement
Ensure all Compliance and Quality policies are implemented and applied in your area and robust procedures, work instructions, training are in place
Develop a culture of continuous improvement focused on enhancing the end-to-end customer experience
Ensure tasks are carried out across x4 sales channels equally
Promote and enforce the need to capture customer feedback carefully and consistently on internal systems
Review monthly feedback acting where appropriate to avoid issues recurring
Continuously striving to reduce complaints and improve customer satisfaction
Monitor lost calls/average waiting times to improve service levels
Continuously look for improvements to processes working with other teams to implement
Process sales orders, stock issues, replacements, and customer returns
Follow up all sales leads and requested call backs, delivery issues and meet all set performance targets
Ensure customer reviews are appropriately dealt with
Commercial Responsibilities:
* Promote and enforce upsell and cross-selling
* Contribute to product development
* Provide support to the marketing team when preparing for events, processing competitions, eBay/Amazon listing administration and website mystery shopping
* Be constantly aware of competitor actions/press stories
Personnel Responsibilities:
* Ensure staff are fully trained and any additional training is carried out to a high standard
* Continuously review staffing levels especially during key, busy & holiday periods
* Monitor staffing levels on a daily/weekly basis to react to business changes or absence, taking appropriate action
* Ensure timesheets, sickness forms, holiday forms etc. are passed to payroll and team holiday/sickness logs are kept up to date
* Carry out appraisals and return to work interviews as required
* Arrange monthly one-on-one sessions with each team member and daily team meetings to discuss the priorities/tasks for the day ahead
Qualifications and Education Requirements:
* Strong supervisory/management background in a busy Customer Service environment
* Proven track record building and managing highly engaged operational teams and hitting operational KPIs
* Professional, organised and commercially savvy
* Customer centric mind set
* Able to communicate effectively, show empathy, patience and remain calm, adopt a positive attitude to difficult situations and working under pressure
* IT literate, confident working on Sage, Magento and Bespoke Internal systems
* Able to plan and utilise resources effectively
* Confidently able to deal with people at all levels in a timely and efficient manner
* Creative problem solver with strong planning and decision-making skills
* Flexible approach to working hours, willing to work weekends if/when required
Preferred Skills:
* Equivalent of University Degree or equivalent desirable experience
* Experience working for a lifestyle/consumer brand preferred but not essential
* An interest in wildlife is preferred but not essential
Hours & Salary:
* 8.30am to 5pm Monday to Friday
Job Types: Full-time, Permanent
Salary: £24, 000.00-£26,000.00 pa
Company
Welcome to Pertemps Telford
We're a recruitment agency that specialises in helping people find jobs. Our team provides local job seekers with the best possible opportunities, connecting them with employers and businesses across the Shropshire area.
We recruit for a range of different job roles, including:
- Administrative and Office
- Customer Service and Hospitality
- Engineering and Manufacturing
- Finance
- IT Professionals
- Logistics
- Warehouse & Production Operative
We often have permanent and temporary work in the following locations:
- Haybridge Industrial Estate
- Stafford Park
- Pavefields Business Park
- Stirchley Industrial Estate
- Ironbridge Industrial Estate
- Wellington Business Park
- Halesfield
- Hortonwood
At Pertemps Telford, we understand the importance of finding a job that's right for you. We work closely with local businesses to provide our candidates with a wide range of job opportunities. Our recruitment team is dedicated to helping people find jobs that match their skills and career ambitions.
We also offer competitive rates of pay and the opportunity to join a successful, growing company. Our team is always on hand to help you secure a job that's right for you - from interview advice and CV preparation to career progression assistance.
We look forward to helping you find your perfect role.
Search our job listings on Hiredonline or contact Pertemps Telford today and discover how we can help.
Pertemps Telford
Suite 3, Hazeldine House
Central Square
Telford, TF3 4JL
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