Customer Engagement Supervisor

Overall Purpose of the Role of a Customer Engagement Supervisor;
To manage the Customer Engagement team in your area. Your role is to establish and maintain the performance of your team, delivering the annual KPIs, objectives and targets always through excellent customer service & engagement. The aim is to drive customer engagement whether the customer uses the phone for order placement or not

think how else can we support & engage the customer.
What is it like to do the role of a Customer Engagement Supervisor;
Working with the Customer Engagement Controller and colleagues to provide the right tools to do the job, coaching and training individuals and the team to upskill and support their development in order to perform and achieve KPIs, objectives and targets. Providing support to customers when things dont go to plan, liaising with the Channel Sales teams, Operations (Transport & Warehouse) & Accounts Receivable to ensure that customer care and engagement is a priority for any issue resolution. Always expect the unexpected!
Benefits of a Customer Engagement Supervisor include;
Life Assurance.
Company Pension.
Long Service Award.
Competitive Commission Scheme.
Free On-Site Parking.
Referral Scheme.
Baby Bonus Scheme.
505 Discount on Products.
Main Duties & Responsibilities include;
Provide full induction & on-going coaching & training to all team members
Conduct 6 monthly & annual appraisal reviews on performance & behaviours
Complete fortnightly / monthly (as agreed with line manager) 121s on performance aligned with quarterly KPIs, objectives & targets
Have a development plan in place and live for each team member
Issue weekly reports as league tables on individual performance, working with the CE Exec on reporting
Ensure focus on targets and where appropriate deliver specific focus & RARA days or weeks to support engagement and competition
Incorporate regular call listening and coaching sessions into the working day
Utilise resource available in most productive & efficient way to deliver the required business objectives
Manage rota to ensure that peak times & days are sufficiently covered
Manage rota for Bank Holidays & subsequent TOIL to reduce impact across peak times & days
Manage annual leave to ensure sufficient resource at peak times & days
Conduct investigations & disciplinaries where appropriate & with support from HR
Work to reduce absence through sickness, conduct all RTW meetings and escalate for investigation / disciplinary as per policy / bradford factor
Work with the team to create a happy, safe, busy & productive environment where individuals feel recognised and rewarded for their performance
Minimise vacancy time, always be recruiting
Work with CE Executive to create productive call plans
Call plans to be reviewed quarterly, sign off required for customers to be removed, new customers to be added as they join DDF
Drive team engagement in call plans and the different customers within their call plans

how can we ensure the customer is having the best experience with DDF through proactive management & support of their business
Assign call plans as agreed with Customer Engagement Controller
Assign tactical and additional work as agreed with Customer Engagement during quiet times or as briefed
Call plans to be fully completed on a daily basis
Ensure all team members are compliant with business processes
Handle customer escalations to resolve queries and complaints, escalate to Customer Engagement Controller or Channel Sales teams if further or more senior support required
Work with Ecommerce & CE Executives on developing team knowledge, skills & understanding of web shop

aim is to maximise customers self serving through webshop to allow phone based staff to develop customer engagement and deliver great service.
Work with colleagues across all departments, supported by line manager to drive continuous improvement; reduction in returns, Customer engagement/driver/customer/Channel sales communications, DTFs, Lost Sales etc.
Key Relationships of a Customer Engagement Supervisor; Customer Engagement Team, Channel teams (field & accounts), Operations (Warehouse & Transport), IT, Accounts Receivable (AR), QC, Sales Data Admin, Marketing Leads.

TPBN1_UKTJ