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