Customer Services Supervisor Job Description Page 2
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4Job Title: Customer Services Supervisor
Job Family:
Customer Services
Reports to:
Customer Services Manager
Main function:
Development of the Sales Office staff to include the coaching and on the job
assistance of the team, to ensure that order processing targets, operational
processes and recognised customer service ‘Best Practice’ are being adhered to.
Providing technical and product specific support to team members within the
function.
The Customer Services Supervisor should be a ‘Recognised Expert’ for relevant
products & customer services processes.
Role responsibilities:
To lead and motivate a highly skilled team of Customer Service Representatives.
Display the highest level of verbal and written communication to our customers.
Providing the necessary feedback, training, and development to sales office staff to improve
their accuracy, productivity, and quality and overall work standards.
Providing the Customer Services Manager and supervisory colleagues with effective
management information that will identify areas for improvement, and show progress of
individuals, in relation to service performance, quality and training needs.
Conducting root cause analysis and provide ongoing recommendations/solutions to improve
professionalism and customer service.
Ensuring the team provides the highest levels of accuracy and attention to detail in order to
deliver excellent customer service.
Ensuring all team members are achieving their KPI’s daily
Proactively assisting and implementing order process improvements.
Maintaining a sound understanding and adherence to the Sales Office ‘Code of Conduct’ and
quality policies.
Ensuring full understanding of the Company’s quality standards and expected standards of
service in support of this role.
Liaising with ‘Learning & Development’ to assist and support specific activities relating to the
training and development of staff within the team.
Excellence Inspiration Integrity Growth
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Parent category: Business