Are you passionate about delivering outstanding customer service and driving continuous improvement? We are looking for a dedicated Customer Care Supervisor to join our team at Flagship Group. In this role, you will proactively manage customer complaints and the Net Promoter Score, ensuring that our customer service performance is continuously evaluated and improved across the business.
As a Customer Care Supervisor, you will be accountable for resolving allocated complaints through thorough and timely investigations, in accordance with company processes and KPIs. You will liaise with various business areas and department managers to support the investigation process, providing feedback on process failures, complaint outcomes, and identified trends. Your role will also involve making provisional decisions on compensation and escalating complaints when necessary to ensure targets are met.
You will be responsible for maintaining accurate and consistent records of investigations and decision-making, supporting the delivery of feedback to business areas on their complaint handling practices. Additionally, you will develop and maintain industry knowledge of the latest regulatory guidance and business best practices to continually enhance our customers' post-sales experience.
Your analytical skills will be crucial in collating, analyzing, and summarizing the company's performance against customer service KPIs. You will identify areas for improvement and support the business in implementing solutions. Actively monitoring and reporting on the company's Net Promoter Score, you will engage with detractors to support service improvements and participate in the Customer Experience Team.
Minimum Requirements:
To be successful in this role, you should have extensive experience in a customer service role, including complaint handling at first and/or second levels. A proven track record of delivering customer-focused outcomes in an operational environment is essential. You should possess excellent written and oral communication skills, strong analytical and problem-solving abilities, and proficiency in data analysis and Excel. A bachelor's degree, GCSEs in Maths and English, or equivalent experience in customer service is desirable.
At Flagship Group, our people and customers are at the heart of everything we do. We value creativity, problem-solving, mutual trust, and respect. We are committed to relentlessly improving performance, delivering outstanding customer service, and spending money wisely. If you share our values and are ready to make a difference, we would love to hear from you.
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