Operations Supervisor

Reporting to the Operations Manager, the role is responsible for leading, recruiting, training and developing the Customer Service team. The job holder also plays a key role in assisting our customers with their general helpdesk inquiries. The role is an integral part in doing service recovery and ensuring escalations are resolved in a timely manner.

Accountabilities:

To take ownership of Customer issues and work across functions to follow through to resolution

To identify and put forward suggestions to improve the Customer experience

To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly

To own customer satisfaction issues and delivery of the customer satisfaction rating for the team

To lead by example, building a “winning team” culture, championing a positive outlook across the department

Evaluate resource requirements and identify longer term needs of the group to support business needs

Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching

To ensure regular communication, encourage team input and involvement and to encourage innovation

Identification & development of key team members, ensuring their readiness for next steps

Identify and address poor performance

Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis

Provide reports to Management Team on CS KPI’s and customer specific issues and feedback.

To demonstrate and encourage a positive attitude towards change and continuous improvements

To develop, communicate and implement change plans, actively involving staff in the change process

To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.

To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes

To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution

Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners

Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

Qualifications:

TBD - already requested from HM

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