Customer Service Supervisor B&W

Customer Excellence London, United Kingdom


What you’ll do:

  • You will provide leadership and guidance for the UK B&W Customer Service team
  • You will set clear objectives for Customer Service Advisors and manage their quantitative and qualitative performance
  • You will monitor real-time workload and queues/backlog across all channels; work closely with Real Time Supervisor to reallocate resources according to queues
  • You will act as a point of escalation for the UK B&W team for customer complaint and IT related support resolution
  • You will identify individual training needs, train/coach Customer Service Advisors and coordinate with the training team for continuous education
  • You will manage team attendance and report any discrepancies to Real Time Supervisor
  • You will lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
  • You will work closely with the US CS B&W Supervisor to ensure consistency of training and process
  • You will share the relevant customer insights with the wider management team and other operational departments and actively come up with solutions that can help us solving customer pain-points, based on the insights gathered.

Who you are

  • You are experienced in customer service or operations
  • You have proven experience as a Supervisor or other Management roles
  • You have the ability to work under pressure in a fast-paced environment
  • You have the ability to confidently lead and motivate a team
  • You have a good understanding of fashion/fashion brands (nice to have, but not essential)
  • You are proficient user of IT systems, both customer service specific and windows packages
  • You have excellent verbal and written communication skills
  • You are extremely proactive and out-of-the-box thinker
  • You have the ability to deliver excellent customer service and exceed customer expectations
  • You have excellent listening skills
  • You are hardworking and passionate