Customer Services Supervisor

• Supervise daily ticket handling across all channels
• Manage escalations for complex or high-risk customer issues
• Ensure consistent use of macros, forms and processes
• Support with all channels during peak periods when required
• Submit all courier and channel claims as required in a timely manner
• Cover the Customer Services Co-Ordinators holidays
• Drive continuous improvement with processes, Zendesk and responses across the team
• Support the customer services co-ordinator with the monitoring and driving of KPIs within the team
• Support with the overall upkeep of the Zendesk system and Help Centre
• Support with Zendesk reporting
• A minimum of 2 shifts a week will be spent handling tickets on all ticket channels

• Be organised, thorough and excited by a challenge
• Ability to manage and motivate a team
• Highly motivated and hardworking with a professional attitude who can work under pressure in a fast-paced environment
• Works well within a team whilst maintaining autonomy
• Adaptable with excellent IT skills and be able to interpret reports and analyse data
• Good at prioritising workload to meet tight deadlines and a drive to reach targets
• Strong communication skills and experience in liaising with both internal and external contacts including senior management
• Experience of working in a customer facing role, such as a customer services department or other retail environment
• Great attention to detail

Experience of Zendesk would be beneficial, but not essential

• Profit Share Scheme
• Pension
• 25% Staff Discount
• Birthday Holiday
• Wellbeing Support
• Free on-site parking at city centre Head Office
• Free on-site gym
• Opportunities for progression