Job Title:Central Customer Service Supervisor

Job Title:Central Customer Service Supervisor

Reports To: Head of Customer Relations

Responsible for:Contact Centre Advisors

1. JOB PURPOSE AND MAIN AIMS

a)To assist in the daily supervision of the contact centreadvisors ensuring procedures and processes are followed.

b)Assisting in the provision of a high quality cost effective service, focused on delivering the highest levels of customer service aimed at first time resolution for enquiries and bookings.

c)To be a pro-active member of Circadian Trust’s (CT’s) Customer Service Team with the aim of contributing expertise and support to the development of CT as a whole.

1. SPECIFIC DUTIES AND RESPONSIBILITIES

a)To be responsible for the management of Contact Centre Advisors. This will include (but is not limited to):-

• Recruitment
• Training & development
• Work allocation
• Carrying out appraisals and personal reviews
• Staffing rotas

b)To answer telephone calls, take bookings and payments; deal with general, email and web enquiries and associated administration, including communications to sites.

c)To oversee the online booking system, resolution of customer online booking queries,system updates, pricing and integrity.

d)To ensure that all department involvement in Marketing campaigns meets the briefing for the department.

e)To work to set KPI’s in lead generation, appointment setting, follow up contact and ensuring the integrity of the prospecting database.

f)To play an integral role in the customer journey and subsequent aftersales care.

g)To ensure that all telephone membership sign ups meet legislation and banking regulations and follow set procedural guidelines.

h)To facilitate a competent complaint management approach for any feedback handled within the Contact Centre Department.

i)To assist in the management of the telephony system as required and produce management reports

j)To ensure that theContact Centre Department meets Circadian Trust’s standards through monitoring & reviewing the call statistics and meeting set performance KPI’s

k)To assist in the on site training of systems such as the booking system, telephony system and Microsoft Outlook

l)To ensure all Contact Centre Advisors have a comprehensive level of product knowledge on all aspects of Circadian Trust brands, timetables, facilities, prices and membership options.

m)To interpret, apply and disclose information in line with legislation and CT’s Guidelines in respect of the Data Protection Act.

n)To ensure all staff understand CT’s mission statement, aims and objectives and where they fit in with this.

And any other duties commensurate with the grade and falling within the scope of the post, as requested by Management. Duties may change over time and you will be expected to co-operate where such changes are reasonable.

1. SKILLS, KNOWLEDGE & EXPERIENCE (SELECTION CRITERIA)

Essential Criteria

a)A minimum of 5 GCSE’s at grade C or above or equivalent

b)An NVQ Level 3 in Customer Services or equivalent relevant professional qualification; or substantial and varied customer services experience of an equivalent nature with the ability to obtain the qualification within two years.

c)Experience of working in a customer services environment.

d)Ability to deliver excellent customer care service both in person and on the telephone.

e)Demonstrate the ability to prioritise workloads of self and others.

f)Ability to motivate a team and work effectively alongside others.

g)Knowledge of IT applications (e.g. Word / Excel) and of computer booking systems

Desirable Criteria

a)Ability to produce reports.

b)Knowledge of quality management systems (e.g. Quest).

c)A knowledge of the leisure industry i.e. the benefits of health & fitness

h)Proven supervisory management skills.

i)Ability to communicate with staff and managers at all levels.

j)Ability to multi-task and work under pressure

4.TRAINING REQUIRED

a)Recruitment and Selection.

b)Personal Performance Reviews.

c)Report and Letter Writing

d)Absenteeism

e)Electronic Point of Sale system

f)Outlook

g)Call Handling system

h)Cash Handling

i)Delivering Customer Expectations

5.PHYSICAL EFFORT AND/OR STRAIN

a)Working in a customer services and normal office environment.

b) Working in a Leisure Centre.

6.SPECIAL NOTES OR CONDITIONS

a)The post holder may be required to provide cover for colleagues from time to time.

b)The post holder will be required to work on a shift rota basis.

c)The post holder will be required to wear a uniform at all times whilst on duty.

Date prepared: 3rd February 2016

Effective Date: 4th February 2016