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Customer Services Supervisor, Hartlepool
Client:
Location:
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
d611fcfc7e2d
Job Views:
91
Posted:
03.03.2025
Job Description:
Your new company
A renowned parent company of our five distinguished brands, each dedicated to its own range of premium products for home, office, and commercial properties.
Your new role
1. Promote and align yourself with the company standards.
2. Lead from the front, actively improve the culture, and have a positive effect on the team and the working environment.
3. Identify process improvements to optimise customer experience, focusing on continuous improvement activities across the team, functions, processes, and support activities.
4. Provide day-to-day support of the CSM and CS team.
5. Monitor and report CS KPIs, ensuring the team meets response times around phone answering and ticket resolution.
6. Lead customer dispute resolution (compensation approval, PayPal disputes, Klarna disputes, Chargeback investigations).
7. Manage reputation, including review management, escalation of complaints, and compensation resolution.
8. In CSM's absence, be responsible for line queries from the CS team, meeting attendance, and liaising with other departments.
9. Lead and train members of the CS team.
10. Liaise with warehouse, purchasing, logistics, and other teams to align on fulfilment and stock.
What you'll need to succeed
Previous experience is essential.
What you'll get in return
The opportunity to work for a fantastic organisation, supervising a great team of people.
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