Customer Service Team Supervisor
DXC Technology
- Newcastle
- Permanent
- Full-time
Hours per week: Full-Time
Contract type: PermanentDo you want to work for a company who delivers excellence for our Customers and Colleagues and who focuses on our new core values: Deliver, Collaborate, Community, Care, and Do the right thing.At DXC we have a long established partnership with a major UK high street bank, where we manage their personal lending business. We provide support to customers who are looking for new and additional borrowing from the bank.We are looking for a passionate and committed Team Supervisor to join our Customer Service Department. The role will suit someone who is ambitious and willing to embrace new challenges and loves learning in a fast-paced and challenging environment.Reporting to the Customer Service Operations Manager, you will be an experienced leader with a proven track record in leading teams and getting the best out of colleagues to drive service excellence. Spending the majority of your time guiding and coaching your own team to help them achieve their goals, you’ll also provide support to others in the Contact Centre when needed.You will provide your team with clear objectives and develop them in their ability to deliver excellent customer service across a wide range of queries and problems. You will have experience in dealing with a broad range of performance management and challenging people issues, all the time demonstrating great leadership skills.You will also assist the Contact Centre Operations Management team with the day-to-day effective running of the Contact Centre, driving team performance to achieve all Service Levels.What we’re looking for in a Customer Service Team Supervisor:
- Customer oriented first and foremost, someone who is passionate about delivering exceptional customer service.
- Team player who has a genuine interest in helping others. Someone who will lead by example, be friendly and approachable, and demonstrate a “can do” attitude. Helping to develop a culture of working together.
- Someone who has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.
- An analytical approach, able to simplify complex situations and then apply sound judgement to resolve problems.
- Awareness of the impact of yours and your team’s performance on the commercial success of the organisation.
- Conscientious and reliable individual who is self-motivated.
- Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals
- And of course, a keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS Office, including Excel and PowerPoint for reporting and presentations
- Excellent organisational and time management skills
- Responsible for the day to day management of a team of around 10 colleagues.
- Lead, motivate, praise and encourage colleagues through open and honest communication.
- Monitor and review individual colleague and team progress against business objectives.
- Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department’s training and competency framework.
- Being visible by floor walking to provide fast and accessible support to colleagues dealing with Customer enquiries.
- Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with real time examples.
- Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service.
- Monitoring and managing adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels.
- Manage attendance and comply with absence management policy to ensure operation is not adversely impacted.
- Pro-actively build and maintain relationships between teams and departments
- Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
- Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.
- Contact Centre experience would be extremely advantageous
- People Management including Coaching is essential
- Experience working within a dynamic, fast-paced environment is preferable.
- Experience within Financial Services, or other regulated environment is highly desirable.
- Experience of dealing with vulnerable customers also highly desirable.
- Competitive salary
- Competitive benefits package consisting of private medical insurance, gym membership discounts, contributory pension scheme
- 25 days of annual leave plus bank holidays
- Plus, a lot more on offer.