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Date Added: Sat 17/10/2020

Customer Experience Supervisor - Contact Centre

Wednesbury, UK
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Company: MSC

Job Type: Permanent, FullTime

Salary: 32000

Customer Experience Supervisor – Contact Centre Are you looking to work for a company that drives ambition , stands by their values and invests in their people ? MSC truly puts the customer at the heart of everything we do, providing exceptional service through exceptional people.
We empower our associates to push the boundaries, so we can be the best Industrial Distributor in the world! Our contact centre is often the first experience our customer has with MSC, we pride ourselves on being easy to do business with.
Do you have a passion for great service? Are you enthusiastic and motivated and enjoy working in a busy energetic environment? Great leaders inspire, show vulnerability, are open and honest and can effectively collaborate to deliver great results.
They place their team first and can create a high-performance culture, whilst leading by example.
They thrive in a fast-paced environment, they learn quickly and adapt accordingly.
Most of all, a leader truly cares for those they serve! Does this sound like you – if so we would love to hear from you! About Us: MSC is a leader in the supply of Metalworking and MRO products and has an unrivalled service offering.
We have ambitious growth plans in place and we are now looking for an inspirational leader to head up our Customer Contact Centre, based in our Head Office in Wednesbury, West Midlands.
We are a 2 star Best Companies accredited and have been voted one of the top 75 companies to work for in the West Midlands and are a member of the Institute of Customer Service.
Your career is important to us, we invest in the growth and development of our people.
Customer Experience Supervisor role:
•Create an inspiring team environment with an open communication culture
•Possess a customer-centric mindset, ensuring the team offers the highest customer experience both functionally and cross-functionally
•Effectively manage direct reports, setting priority areas and targets for process improvement
•Coach and develop the team helping them to map and analyses their processes, identifying training opportunities
•Communicate using clear language and the appropriate tools whilst checking to understand
•Be a role model in line with our mission, values and pledge to help associates to understand the business and how it is aligned to the strategy
•Encourages progression and development, recognising high performers and rewards accomplishments
•Listen to team members’ feedback and resolve any issues or conflicts
•Be proactively involved in the recruitment process Our ideal Customer Experience Supervisor:
•Experience of managing and leading contact centre teams within a high volume, customer-centric environment
•Instils Trust by applying situational adaptability
•Ability to develop departmental plans in line with the company strategy whilst bringing fresh innovative ideas
•Interpersonal skills that enable working across all business functions, developing effective working relationships
•Experience of improving the quality of the customer experience whilst delivering productivity improvements
•Excellent communication skills, oral and written Benefits play an important role in your choice of an employer, which is why MSC offers a generous package, including (amongst others):
•25 Days holiday entitlement plus Bank Holidays
•Company Pension Scheme matched up to 10% of annual salary
•Private Medical Insurance
•Life Insurance – 6x Annual Salary
•Associate incentives and discounts
•Free on-site parking
•Cycle to work scheme
•Discounted health cash plan
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