Job Details

Customer Focus /Customer Services Supervisor

Sector:Commercial & Office Support

Region : South East England

Location: Witham

Salary: £21,000 - £29,000

Job Ref.: 25725838

Job Information

We are currently working with a growing Energy Efficiency business and they are recruiting for a Customer Focus Supervisor.

Reporting to the Office Manager the role will involve supervising a small team (5 people). The Customer Focus team will be the voice of the department and they will ensure the customer is a central focus of the department. This role will be responsible for ensuring the team administrators are fully equipped to fulfil their roles.

Key Responsibilities:
•Answering all incoming calls from customers across all products we install, with an ethic of taking ownership of that particular customer through their journey.
•Customer queries, complaints and resolution.
•Updating databases and in house systems with customer notes and correspondence.
•Maintaining the complaints log in line with the company Quality Management System.
•Maintaining good customer relationships.
•Ensure the team has sound product and scheme knowledge.
•Performing courtesy calls to customers regarding booked appointments to reduce wasted journeys.
•Keep the Office Manager informed about any staff/customer challenges regularly and complete weekly KPI reports.
•Coach and mentor the team to ensure that the member of staff meets the minimum standard expected.
•Ensure customer-focused projects are satisfying the department’s SLAs both within the company and with external providers.

For this role candidates must have proven supervisory experience and hold excellent communication and organisational skills.

This is a great opportunity and an immediate need, so please apply on-line and consultant from Cameron James will be in touch