Customer Service Supervisor

Under the direction and support of the Leadership team deliver morning meetings with staff to ensure all staff are aware of their daily workload and responsibilities, daily and weekly targets, scheduled appointments, and any housekeeping responsibilities.

Monitor operations, advising and delegating tasks to team as well as making recommendations to the Leadership team in the areas of customer service.

Understand daily staffing levels, making recommendations, and allocating staff workload/tasks to ensure an effective customer journey/flow. Recommend necessary changes to rota allocation to the Leadership team in a professional and constructive manner.

Mentor and coach team in all aspects of daily operations, make referrals to the Leadership team to highlight high performance and under performance amongst all staff.

Provide concise and constructive feedback to new starters during on the job and formal training activities; reporting findings to the Leadership team as required.

Take ownership of individual KPI’s/targets whilst encouraging the team to achieve theirs.

Foster a “Customer First” culture in all aspects of observations.

Support and where necessary deputise for the Leadership team across all aspects of store operations including but not exclusive to:

Taking ownership of Office team

Completing end of day operations, including cashing up

Support the team with the achievement of effective operations, including providing hands on coverage during busier periods and covering team absence.

Manage and support the testing teams to ensure their KPIs are met, putting the customer at the heart of what we do