Customer Service Supervisor

Job Ref: 168860
Sector: Customer Service
Job Type: Permanent
Date Added: 29 November 2019
  • Leicester, Leicestershire, England Leicester Leicestershire LE19 1XU
  • £25,000 per Annum
  • Tate
  • 0116 254 4416

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Tate are recruiting for a Customer Service Supervisor to join our fantastic client based in Leicester. This is a great opportunity for an individual with Customer Service experience.Responsibilities:· Effectively manage large amounts of incoming calls and be the first point of contact for the first and second line team. · Providing appropriate solutions and alternatives to issues (if an option) within the SLA time limits and follow up accordingly to ensure resolution.· Monitoring performance of first line and second line team using the skills matrix, identify gaps in knowledge and ensure appropriate training is provided. · Escalating any major concerns with the team to the Operations manager and provide suggestions/ feedback on how to rectify.· Completing quarterly reviews for the team, and manage any day to day concerns.· Ensuring that the service provided to the end users of the systems is of the quality expected and to address any concerns directly with the Support team.· Prioritising own workload, multi-task and manage own time effectively.· Understanding the priority levels for calls through to the Helpdesk and ensure that the escalation process is followed accordingly.· Fully understanding the needs of the end users and come up with solutions to their needs. · Managing the expectations of end users, progressing calls that could turn into wider problems, identifying training needs, and coming up with solutions to these issues.· Building strong relationships with users and clients through proactive communication.· Reviewing the Solutions in the knowledge base and ensure these are accurate and legible.· Identifying opportunities for upsell of products.· Representing, promoting and maintaining a positive attitude and image for the Helpdesk team.· Keeping up to date with external factors concerning the company, especially in the Financial Services sector.· Ability to work in an ever changing, fast paced environment, and adapting to this quickly and efficiently.· Ensuring product knowledge is always up to date, and asking for additional support if/when needed.Essential Skills:· Customer service experience· Excellent telephone manner· Technical understanding· Organisational and planning skills· Ability to work under pressure· Self-motivated and pro-activeSalary & Benefits:· Working hours are Monday-Friday - 09:00am till 17:30pm· Free on-site parking· Salary up to £25,000 depending on experience

Tate is acting as an Employment Agency in relation to this vacancy.

29/12/2019 15:39:02
GBP 25000.00 25000.00