Customer Service Performance Supervisor

Contract Type: Permanent
Location: Plymouth
Salary: £28,000

Hours: Full-time, 67.5 hours per fortnight (on an alternating pattern of 37.5 hours per week and 30 hours the next week)

Join one of the biggest and most respected national eCommerce successes in our industry. CMO SUPERSTORES Ltd is an online supplier of building materials, sold across multiple specialist eCommerce stores. We are seeking self-motivated and organised Customer Service Performance Supervisor to join our team based at our head office in Plymouth. 

The Performance Supervisor is specifically responsible for leading, monitoring and supporting their team to meet their targets and ensuring team objectives are being met. They will help the team deliver the highest levels of customer service across all channels. The supervisor will have exceptional customer service and performance management skills.

Responsibilities

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Act as a point of escalation for customer issues.
• Contribute to bi-weekly, engaging huddles providing feedback to the team.
• Be an ambassador for our customers, ensuring that we deliver the highest levels of customer service and get things right first time.
• Effectively managing service levels, and individual / team performance to ensure these are met. 
• Lead by setting a good example (role model) – behaviour consistent with our mission and values.
• Coach and develop team members to achieve objectives
• Facilitate problem solving and collaboration, striving for team consensus and win-win agreements.
• Ensure that all team members have the necessary skills and training to effectively complete their role.
• Recognise and celebrate team and individual accomplishments and performance daily.
• Ensure the team are focused on the tasks at hand or the internal and external customer requirements.
• Coordinate with internal and external customers as necessary.
• Line management of direct reports to include, 1-2-1’s, performance reviews, End of Year appraisals, probationary reviews, upholding company values and challenging behaviours as required.
• Provide regular updates as required to the Service & Quality Manager.
• Coordinates meetings with the product team, performance supervisor, store supervisors store manager and service & quality manager to discuss project impediments, needed resources or issues/delays in completing the task.
• Remain cost aware; maintaining grip over refunds, discounts and protecting margin.
• Serve as a focal point to communicate and resolve interface and integration issues with other teams
• Carry out investigations when necessary and support the business with employee hearings.
• Ensure that all activities are conducted safely without danger to personnel or equipment.
• Ensure colleagues work within the Site Health and Safety guidelines.

CMO SUPERSTORES Ltd is an equal opportunities employer.

A note to all applicants – CMO SUPERSTORES Ltd is unable to offer sponsorship of any kind

Essential requirements

• GCSE Maths & English or equivalent
• Resilience
• Diplomatic
• Good negotiation skills
• Friendly and tactful personality
• Previous customer service experience.
• Computer literate with a high standard of written and spoken English
• Ability to absorb new information quickly
• Problem solving skills
• Results and target driven 
• Team player with a ‘can do’ approach.
• Communicates effectively with others. 

Desirable 

• Customer Service Diploma or equivalent
• Team Leader Diploma or equivalent
• Experience of a Senior or Supervisory Role. 
• Experience of performance management

Benefits

• Extra day off every fortnight
• Employee Assistance Programme
• BHN Extras (discount scheme)
• Cycle to work scheme
• On-site parking
• Company events
• Competitive holiday allowance