Customer Service Supervisor

About the Trust

We're one of the UK’s biggest charities and we care for 2,000 miles of canals, rivers, docks and reservoirs because we believe life is better by water. We're looking for people who support our cause and want to make a difference for future generations. Could this be you?

Along with our waterways we also manage museums, archives and the country's third largest collection of historic buildings, as well as the nature and wildlife that calls our canals home. All of this enables us to provide wellbeing opportunities for millions of people each year.

We’re excited to welcome a new Customer Service Supervisor covering our London & South East region.

Navigate your future and lock in your career as we keep our canals open and alive.

This role follows 37 hours, Monday to Friday working pattern. The vacancy will be offered on a remote working basis, with a monthly requirement to attend our Little Venice, London hub for team meetings.

This role leads the customer support team within the waterway, overseeing the main customer interface and ensuring all enquiries and communications are handled efficiently and professionally.

The Customer Service Supervisor will supervise day-to-day customer service operations and ensure the smooth running of the team.

Working closely with customers, colleagues and stakeholders, you will drive high standards of service while supporting the team to deliver a consistent and positive customer experience.

• Drive and manage performance of the customer service team supporting region to meet Trust SLA’s and customer satisfaction targets.
• Manage cases and complaints on behalf of the team and region, working with regional operational and engineering colleagues and teams to resolve enquiries and complaints.
• Be a point of contact for case escalation and resolution, including formal complaints, drafting replies on behalf of BCSM and Regional Director.
• Be part of the Customer Service team responding to incoming customer telephone calls and manage telephone performance across the customer service team.
• Manage and write monthly report summaries of customer service performance to BCSM and Regional Director to help drive regional customer service performance and priorities.
• Manage claims process within the waterway, ensuring acknowledgements and responses are issued within the prescribed timescales.
• Oversee logging of all regional customer related incidents, via Safety Log, ensuring all reports are submitted in line with Trusts procedure.
• Maintain communication channels with our customer groups through telephone calls, notice boards, post, email, social media and our website; delivered in a consistent and timely manner.
• Be a support for the organisation of events and functions within the waterway, for both internal and external customers for example team days, APM’s and open days.
• Co-ordinate administration support for the waterway partnership, its chair and its members and ensure an effective flow of communication between the members, customers and staff of the Trust.
• Line manage a team of 6 Customer Service Administrators ensuring that tasks are processed efficiently and in a timely manner in line with defined standards and processes.
• Lead and develop individuals to ensure that the appropriate skills and competencies are maintained to deliver the objectives of the team, working with volunteers to expand the capabilities of the team.
• Provide financial management support to the waterway, under the guidance of the Finance Analysts, to ensure effective ordering of materials and supplies and adherence to financial processes.
• Display the Trust values and behaviours at all times.
• Ensure that diversity and inclusion are integrated into all aspects of Trust life and promote inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust’s policies and values.

You are a confident, customer-focused professional with strong experience in administration. You communicate clearly, handle enquiries and complaints with professionalism, and remain calm under pressure.

With…