Verified Job
Customer Support / TeleCaller
Customer Care Supervisor
Customer Support / TeleCaller
#52261
Remote / WFH
GS Yuasa Battery Sales UK Ltd
Job Description
Job Purpose:
To focus and drive the customer service team on being the best at what they do at all times, ensuring exceptional service excellence in customer account administration and customer support.
Duties and Responsibilities:
Supervise and monitor the performance of the Customer Sales Support team to ensure 100% customer satisfaction.
Ensure that all backorders are reserved in a timely manner.
Ensure that all post delivery issues are investigated fully and in a timely manner, with credits being raised as appropriate.
Responding to and handling customer complaints.
Monitor the Grade of Service (GOS) for telephone calls and Webchat messages through Key Performance Indicator (KPI) analysis to ensure that all forms of contact are answered within performance parameters
Ensure that claims are being raised with carriers within the required timeframes (per carrier), maximising the value of credit being paid to GS Yuasa
Management of attendance times, staff holidays and staff breaks
Carry out performance reviews and report to the Customer Service Manager on any issues or concerns raised and implement Performance Improvement Plans (PIPs) if necessary
Carry out disciplinary reviews in accordance with the company handbook
To liaise with YBSUK Regional Managers on all aspects of account administration
Liaise with the Customer Service Manager regarding the Customer Sales Support team’s training needs
To create, train, review and manage the Quality Management System (QMS) customer service work procedures
Ensure that all customer associated documents and paperwork are being filed in the appropriate files
Provide reports and KPI information to the Customer Service Manager and other department managers upon request
Recruit and train new Customer Care Advisors as and when required
This is a summary job description and not in order or an exhaustive list. You should be prepared when required to undertake any work allocated to you by your manager.
Supplementary Duties and Responsibilities:
N/A
Personal Traits:
Be sales driven with good commercial awareness and work ethic
Be open minded, tolerant, flexible and strong when dealing with issues related to team members
Be capable of delegating work fairly but with authority
Have excellent interpersonal skills
Have excellent listening and communication skills with a good telephone manner
Be IT literate with a high numerate and literate level of competence
Be a good team player
Must be willing to learn new skills and take on extra responsibility when required
Experience and Qualifications:
Educated to at least GCSE / NVQ level 3 standard
NVQ Level 3 / 4 in Customer Service is preferable
Must have proven experience in supervising and focusing a team to achieve specific Customer Service and sales driven targets
Pay: £35,662.40 per year
Benefits:
Company pension
Enhanced maternity leave
Enhanced paternity leave
Health & wellbeing programme
On-site parking
Sick pay
Work from home
Work Location: In person
To focus and drive the customer service team on being the best at what they do at all times, ensuring exceptional service excellence in customer account administration and customer support.
Duties and Responsibilities:
Supervise and monitor the performance of the Customer Sales Support team to ensure 100% customer satisfaction.
Ensure that all backorders are reserved in a timely manner.
Ensure that all post delivery issues are investigated fully and in a timely manner, with credits being raised as appropriate.
Responding to and handling customer complaints.
Monitor the Grade of Service (GOS) for telephone calls and Webchat messages through Key Performance Indicator (KPI) analysis to ensure that all forms of contact are answered within performance parameters
Ensure that claims are being raised with carriers within the required timeframes (per carrier), maximising the value of credit being paid to GS Yuasa
Management of attendance times, staff holidays and staff breaks
Carry out performance reviews and report to the Customer Service Manager on any issues or concerns raised and implement Performance Improvement Plans (PIPs) if necessary
Carry out disciplinary reviews in accordance with the company handbook
To liaise with YBSUK Regional Managers on all aspects of account administration
Liaise with the Customer Service Manager regarding the Customer Sales Support team’s training needs
To create, train, review and manage the Quality Management System (QMS) customer service work procedures
Ensure that all customer associated documents and paperwork are being filed in the appropriate files
Provide reports and KPI information to the Customer Service Manager and other department managers upon request
Recruit and train new Customer Care Advisors as and when required
This is a summary job description and not in order or an exhaustive list. You should be prepared when required to undertake any work allocated to you by your manager.
Supplementary Duties and Responsibilities:
N/A
Personal Traits:
Be sales driven with good commercial awareness and work ethic
Be open minded, tolerant, flexible and strong when dealing with issues related to team members
Be capable of delegating work fairly but with authority
Have excellent interpersonal skills
Have excellent listening and communication skills with a good telephone manner
Be IT literate with a high numerate and literate level of competence
Be a good team player
Must be willing to learn new skills and take on extra responsibility when required
Experience and Qualifications:
Educated to at least GCSE / NVQ level 3 standard
NVQ Level 3 / 4 in Customer Service is preferable
Must have proven experience in supervising and focusing a team to achieve specific Customer Service and sales driven targets
Pay: £35,662.40 per year
Benefits:
Company pension
Enhanced maternity leave
Enhanced paternity leave
Health & wellbeing programme
On-site parking
Sick pay
Work from home
Work Location: In person
