Customer Service Supervisor

You will supervise the day-to-day smooth running of the department, motivate the team to drive performance and ensure all activities are completed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic customer service to our customers. In addition, you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

PLEASE NOTE:

this is a part-time 20 hour per week role.

• Responsible for retail operations, resources, and customer service within the branch. This includes line management responsibility for the Weekend Retail Assistant leading, coaching, and developing a multi‑skilled team within the branch.
• Holding regular colleague reviews to strengthen colleague engagement and support development, educating, reviewing, and briefing on the importance of a safety‑first culture.
• Delivering a structured daily briefing to ensure all colleagues are working to deliver a balanced performance across key business metrics and KPI measures in line with business goals and objectives.
• Ensuring all areas of the retail counter always conform to health and safety legislation.
• Ensuring the branch is fully compliant with branch standards to maintain a balanced performance and achieve operational excellence.
• Ensuring the branch is operationally efficient to deliver a safety‑first culture at all times, ensuring all retail colleagues complete the relevant e‑learning modules.
• Leading a retail team with a customer‑first attitude, prompting a customer‑focused mindset within the branch ensuring that customer service is at the heart of everything.
• Adhering to the returns, credits, and warranty processes, thereby enhancing customer experience and creating frictionless processes.
• Maintaining shelf availability through accurate completion of stock movement processes.
• Delivering a customer‑first service through efficient pick‑to‑manifest times and achieving all service level agreements (SLAs).
• Working collaboratively with the operations and sales teams to ensure they are maximizing customer opportunity.
• Minimising customer effort by ensuring a robust Click Collect process is placed and adhered to.
• Ensuring the branch is set up for growth through best‑in‑class retail stores, outstanding stock management, and exceptional SLAs.
• Ensuring the retail operations are compliant with the financial audit.

• Great communication skills, demonstrating the ability to develop customer relationships and drive customer connectivity.
• High levels of focus, energy, and drive.
• Always delivering best‑in‑class service to establish customer experience excellence.
• Flexibility of day‑to‑day tasks to best support the branch with strategic thinking.

• Pension
• 22 days annual leave
• Genuine career progression
• Access to a 24‑hour Employee Assistance Programme, offering financial and wellbeing support