Customer Service Supervisor

6 Month Contract with Potential for Conversion to Permanent

Rate: £18.00 per hr (Inside IR35)

We are looking for candidates to join our Customer Service Agent Team to provide support to customers that call us with enquiries and requests about their loan account.

You will be working 37.5hrs a week, covering between 8am – 8pm Monday to Friday, 9am – 6pm Saturday & Sunday on site at the Newcastle Contact Centre in DXC Mercury House. You are not expected to work Bank Holidays as the site does not open on these days. Shifts are scheduled within a 6-week rotation so that you can plan around shifts with plenty of notice.

• Contact Centre experience would be extremely advantageous
• People Management including Coaching is essential
• Experience working within a dynamic, fast paced environment is preferable.
• Experience with in Financial Services, or other regulated environment is highly desirable.
• Experience of dealing with vulnerable customers also highly desirable.

Responsibilities of Customer Service Team Supervisor:

• Responsible for the day to day management of a team of around 10 colleagues.
• Lead, motivate, praise and encourage colleagues through open and honest communication.
• Monitor and review individual colleague and team progress against business objectives.
• Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department’s training and competency framework.
• Being visible by floor walking to provide fast and accessible support to colleagues dealing with Customer enquiries.
• Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with real time examples.
• Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service.
• Monitoring and managing adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels.
• Manage attendance and comply with absence management policy to ensure operation is not adversely impacted.
• Pro-actively build and maintain relationships between teams and departments
• Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.