Customer Service Supervisor
We are seeking a dynamic Operations Supervisor who will be responsible for ensuring the smooth running of day-to-day operations within the application centre, supporting customer service agents and identifying key areas of improvement.
Line manage a team of staff ensuring regular appraisals and 1:1s are conducted, offering regular support and assisting in professional and personal development.
To support the Centre Manager in the organisation of onboarding new hires and implementing relevant training programs.
Key Responsibilities
* Be a point of contact for customer service agents where applications require escalation due to issues or substantial difficulties.
* Tracking agent performance and intervening as needed to protect and enhance delivery against key service and delivery metrics.
* Support colleagues through advice and mentoring, promoting best practice, sharing information and encouraging team spirit.
* Handle problem customers assertively and diplomatically.
* Support VAC initiatives to support the ongoing improvement of business performance, displaying initiative to suggest and implement process improvement methodologies.
* Conduct regular reviews and annual appraisals with staff, ensuring positive achievements are highlighted and areas of development are identified and addressed through continuous support.
* Conduct regular staff meetings to provide necessary business updates.
* Work with the Center Manager and HR department in the recruitment selection process and implement the onboarding process and training for new starters.
Experience
* Robust knowledge of customer service techniques and principles.
* Proven experience in supporting and developing staff and successfully reducing quality issues.
* Demonstrable experience in a customer service role engaging directly with the public.
* Supervisory management experience supporting a team in a fast-paced and at times highly pressured environment.
* Experience of working in a collaborative team environment.
Skills and Abilities
* Competent technology skills in particular with MS Office; highly detail conscious and analytical.
* Fluent in English, with good written communication skills and an ability to articulate complex situations into precise and easily understandable language.
* Excellent personal time management.
* A can-do attitude and willingness to go the extra mile when required.
* Strong team working capabilities and effective interpersonal skills.
* Organised, able to cope effectively under pressure, and undertake many concurrent tasks.
* Self-motivated.
* Patient, professional and with a stable personality; assertive and adaptable.
* Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment.
At TLScontact, we're proud to foster an inclusive work environment where diversity is celebrated and valued. We're committed to equal employment opportunities and pay parity, regardless of factors like race, religion, gender, or disability.
Please note that all successful applicants will be required to undergo an enhanced level Criminal Record disclosure.
Join us on our mission to redefine global visa and consular services – apply now and embark on a rewarding journey with TLScontact!
Under The Immigration, Asylum and Nationality Act 2006, you must have the right to work in the United Kingdom to be considered for this role.
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Additional pay:
* Performance bonus
* Yearly bonus
Benefits:
* Additional leave
* Canteen
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Health & wellbeing programme
* Referral programme
Work authorisation:
* United Kingdom (required)
Work Location: In person
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