Customer Service Centre Supervisor - Darlington Job Title: Customer Service Supervisor Hours: 37.5 per week Rate of Pay: 26,150 per annum Location: Darlington We are excited to be recruiting for a Customer Service Supervisor at Bannatyne. This pivotal role involves leading a dedicated team to deliver exceptional service to our members and spa customers, overseeing key processes such as direct debit maintenance and daily customer support tasks. If you are a motivated and organised leader with a passion for delivering service excellence, we'd love to hear from you. Our Perks: B-Fed - complimentary lunch or breakfast. Flexible schedule. 28 days annual leave increases with tenure. Free gym membership. Complimentary gym membership for another person (after 2 years service). Discounted Spa Treatments - 30% Discounted Spa Goods - 20% ELEMIS Products. Discounted Meals and Beverages - 50% cafe/bar. Career & Personal Development training. Mental Health, Well-Being and EAP Services. Length of Service Awards. Staff Awards and Bonuses. Discounted entertainment and shopping. A typical day in the life of a Customer Service Supervisor: Supervise the daily operations of the Customer Service team. Daily processing of direct debit maintenance tasks, ensuring accuracy and compliance. Ensure adherence to the BACS schedule, including the submission of AUDDIS files and the upload of ADDACS reports. Identify and troubleshoot issues within the club network or membership database, reporting to management and implementing effective solutions. Monitor and process spa customer service tasks daily, ensuring swift and accurate handling. Identify and address issues within the spa network or booking database, escalating and resolving problems as required. Monitor and manage individual and team performance, ensuring key metrics such as response times, first-call resolution, and customer satisfaction are met. Provide coaching, feedback, and training to develop team members' skills and knowledge. Ensure service levels and quality standards are maintained in line with business expectations. Proactively identify and resolve operational challenges to maintain a smooth workflow. Implement and manage scheduling to ensure adequate team coverage during peak periods. Handle escalated customer enquiries and complaints professionally, ensuring swift resolution and positive outcomes. Monitor call and enquiry quality to maintain high service standards. Identify trends in customer feedback and suggest service improvements. Prepare and present reports on team performance, customer trends, and operational metrics. Analyse data to identify areas for improvement and recommend actionable solutions. What we are looking for: Proven experience in a supervisory role within a customer service or administrative environment. Analytical and problem-solving skills with a detail-oriented approach. Excellent communication and interpersonal abilities. Ability to manage multiple tasks efficiently and meet deadlines. Experience in managing a team and driving performance improvements. Strong written and verbal communications skills. Ability to handle confidential information with discretion. Detail-oriented with a high level of accuracy. The ability to work collaboratively with colleagues to achieve common goals. Problem-solving skills and the ability to handle difficult situations with tact and diplomacy. Ability to analyse data and make data-driven decisions. Ability to work under pressure and meet deadlines. It would be desirable if you have experience in the healthcare or wellness industry. It would also be advantageous if you had strong knowledge of direct debit processing and BACS procedures and proficiency with CRM and database systems. Why Bannatyne? Joining Bannatyne as a Customer Service Supervisor offers the chance to be part of a dynamic and supportive team within one of the UK's leading health and wellness brands. You'll play a key role in shaping outstanding customer experiences while developing your leadership skills in a fast-paced, rewarding environment. With opportunities for professional growth, a strong focus on wellbeing, and access to fantastic staff benefits, Bannatyne is the perfect place to take the next step in your career.