Customer Service and Returns Supervisor

Recruiter
Folkestone Fixings Limited
Location
Hythe
Salary
£21000 - £22500.
Posted
30 Apr 2018
Closes
14 May 2018
Contract Type
Permanent
Hours
Full Time
Customer Service and Returns Supervisor Location: Lympne, Kent. Salary: £21,000 - £22,500. Contract: Full Time (45 hours per week). Do you want to work for a fast growing business where you can make a difference? If so, this is a great opportunity to join the team at FFX. From its beginnings as a builder's merchant in Folkestone, FFX has grown into one of the country's leading on-line power tool, hand tool and accessories suppliers. Our customers range from the professional, the skilled craftsman, to the knowledgeable DIY-er. The FFX web site lists over 90,000 products, with new lines being added every day. We need you to play a key role in our future by supervising the Customer Service and Returns Team in line with our company vision of “the widest range of products, delivered quickly with great service, readily available and offered at a truly competitive price”. Job Description Summary The main purpose of this role is to provide support to the Customer Experience and Employee Engagement Manager, managing the call flow to ensure 95% CAR is achieved whilst ensuring that email enquiries (both Outlook and eBay) are responded to within SLA's, while delivering an expert level of service and support to our customers. Ensuring that the Returns department is profit-making, driving through credit requests, reductions in courier costs, quick turnaround on claims and ensuring all B grade stock is identified and sold at the earliest opportunity. Supporting all members within CS and Returns to fulfil their potential by ensuring a development plan is in place and delivered for all. This to help ensure we remain the first choice for professionals looking for fantastic product ranges that are immediately available at truly competitive prices. Responsibilities • Leading by example in demonstrating the Business brand values and encouraging the right behaviours of all employees. • Playing an active role to ensure KPI's are recognised and understood by the team. • Analysing, interpreting and discussing trend reports with the Customer Experience and Employee Engagement Manager and the team whilst driving improvements. • Taking an active role in department improvement strategies which includes recognising and discussing new ideas and efficiencies within the team and the business. • Responsible for achieving department targets. • Flexible in working arrangements to manage department workload effectively and within agreed SLAs. • To ensure all broken promises to customers are dealt with in accordance with ‘Broken Promises' Policy guidelines. • Responsible for resolving any customer issues which result in a Manager call, demonstrating a “nothing is too much trouble” approach always. • To hold weekly team meeting. • Regular 1:1's with all Advisors to help develop them to reach their full potential. • To deputise in support of CE and EE Manager when required. • To coach and guide other staff with less experience. • To represent and speak on behalf of the Line Manager in various meetings when required. • To take responsibility for managing own personal development and maintaining level of expertise and knowledge. • To recognise and provide feedback on improvements that can be made to the customer journey. • To manage knowledge information appropriately so that it is easily and readily available for staff • To help review the quality of calls and other communication given by the team and ensure a consistently high standard of customer service is provided and maintained. • To assist with compiling and distributing weekly and monthly reporting to show the progress of the team and department K.P.I's. • To oversee the quick turnaround of B grade stock sales. • To regularly review CS and Returns processes, recognise and implement areas for improvement. • To oversee the GRN process identifying areas for improvement and ensuring GRN's are closed from around the business within 28 days. • Prioritise the needs and requirements of each team to ensure an even balance is given to achieve SLA The Individual • Good working knowledge of power tools and accessories, hand tools, building materials and fixings. • Well-developed keyboard and PC skills. • Ability to achieve targets and work to deadlines. • Flexible and adaptable to change. • Able to work to a high degree of accuracy, often under pressure. • Must be customer focused. • Excellent communicator and phone manner. • Naturally adheres to the business brand values. • An effective leader of a team. • Can complete all functions within the team. • Can communicate effectively with senior management. The successful candidate will have previous experience in a Call / Contact Centre environment. The duties listed are not exhaustive. Additional hours of work may be required, as determined by the needs of the business. Supervisors may be required to undertake additional duties, responsibilities and projects as appropriate. To apply, please submit your CV. This job was originally posted as www.totaljobs.com/job/80941057

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