Customer Service supervisor

Job Description

Job Title: Customer Service supervisor\n\nLocation: Abingdon- OX14 1DY\n Type: Nov 26\n\nWork mode: Onsite\n Pay rate: £40k-45k\n\nThe position of Customer Services Supervisor is located at our Abingdon site and will lead a team dedicated to delivering exceptional customer experiences. Your primary responsibilities will include overseeing the daily operations of the team, ensuring seamless support services for our clients. You will focus on maintaining the highest standards of training and performance to guarantee a first-class service experience.\n\nYour team will handle a wide range of customer service needs, providing comprehensive support and ensuring every interaction is managed efficiently, professionally, and with a customer-centric approach.\n\nThis job description will be reviewed periodically and is subject to change by management.\n\nResponsibilities: \n\nSupervising and training a team of customer service specialists to ensure high performance and adherence to company policies and procedures\nOverseeing the daily output of the customer service team to ensure agreed targets and SLAs are met\nCreating, implementing and maintaining customer service processes and procedures to improve efficiency and customer satisfaction\nMonitoring and evaluating phone and email interactions to ensure a high quality of service\nLogging, investigating and resolving customer service issues and complaints as needed\nManaging day to day contact with third party laboratories and ensuring any issues are escalated via the Quality Management System\nCompleting customer service analytics reports and using them to make actionable recommendations\nSupporting the business with change controls, audit actions and quality investigations where needed\nAny other duties as assigned to support the overall objectives of the team and organisationBasic Qualifications | Education:\n\nEducated to standards\nBackground / experience in scientific environment desirable\nAbility to prioritise workload to meet deadlines\nGood Microsoft Office skills including Word, Excel, Power Point & OutlookCompetencies:\n\nLeadership: The ability to inspire and guide a team towards achieving high performance and meeting customer service goals\nCommunication: Excellent verbal and written communication skills to effectively interact with both customers and team members\nProblem-Solving: The capability to quickly identify issues and implement effective solutions to resolve customer complaints and improve service processes\nAdaptability: The ability to adjust to changing situations and environments, ensuring the team can handle various customer service scenarios\nAnalytical Skills: Proficiency in analysing data and metrics to make informed decisions and improve customer service operationsRandstad Business Support is acting as an Employment Business in relation to this vacancy