TEMPORARY CUSTOMER CARE SUPERVISOR Contract: Temporary, 12 months (maternity cover) Salary: £27,825.00 per annum Location: Harrogate, HG3 2SP Hours: Monday-Friday, 37.5 hours per week Date role went live: 05/11/2024 Envirovent Ltd is the UK’s leading manufacturer and supplier of innovative and sustainable ventilation products. We are currently seeking to recruit a TEMPORARY CUSTOMER CARE SUPERVISOR We are looking for someone who will champion our Customer First initiative Your responsibility as our Temporary Customer Care Supervisor will be to ensure the delivery of effortless support to our customers. You will do this by analysing our first call handling data and implement data-driven improvements through team coaching and process reviews. What's in it for you? 22 days annual leave plus bank holidays which increases with length of service (plus ability to purchase 4 extra) Fantastic newly built head office facilities Life assurance of 3x annual salary Pension - employer contribution of 6%, employee contribution 3% minimum Discounts platform that offers savings on the biggest retailers Development opportunities (we're proud to say over 1/3 of our employees have been internally promoted) Access to health cash-back plans Financial planning platforms Generous length of service awards Cycle scheme What are we looking for in our Temporary Customer Care Supervisor? At least 3 years’ experience in Customer Care/call centre position Previous management experience is not essential Previous experience in data analysis would be beneficial Passionate about process-improvement Invested in developing/coaching others Collaborative, analytical and determined What does the Temporary Customer Care Supervisor actually do? Manage the complaint process and support the team, offering expert coaching and generating improvement reports. Oversee warranty requests and call-outs, ensuring team proficiency and timely issue resolution. Support sales functions by adhering to processes and providing necessary data. Organise various sales types and liaise with technical, finance, and scheduling teams for fulfilment. Monitor call volumes and quality, coaching for better first-call resolution and resource management. Run reports for contact centre insights and respond positively to customer reviews across platforms. Provide memorable customer service and develop the team to meet SLAs, fostering accountability and empowerment. Identify and address common customer service queries and maintain data confidentiality. Conduct monthly one-on-ones with team members and take action on feedback received. Manage quality management system procedures and mitigate risks. Collaborate with internal departments to ensure effective customer service. Handle recruitment processes and provide comprehensive training using a structured training matrix. Manage daily team operations, workloads, and performance through KPIs. Communicate regularly with sales and colleagues for consistent customer messaging and customer feedback to support Business needs. Ensure customer satisfaction through follow-ups on monetary resolutions and complaints. What’s it like to work for Envirovent Ltd? Check out our Careers page: https://www.envirovent.com/about-us/careers/ Still interested? Then apply now with your CV and covering letter SeizetheOpportunity