Barnsley Council Careers Near Me – Customer Services Supervisor

Barnsley Council are seeking an experienced Customer Services Supervisor to join the team based in Barnsley. You will be working on a full-time, permanent basis. In return, you will receive a competitive salary of £32,798 – £35,336 per annum.

The Customer Services Supervisor role:

Do you want the opportunity to be part of something great? Do you want the opportunity to help a team grow, develop and flourish? Do you love to provide customers with excellent customer service? If the answer is yes, then we have an exciting new opportunity that sounds just what you’re looking for…

We are recruiting to a brand-new Customer Services Supervisor role in our busy and exciting 24/7 Contact Centre. We’re looking for someone with drive, a positive outlook and a compassionate leadership approach, to provide day to day management, support and direction to one of our Customer Service Advisor teams.

Responsibilities as our Customer Services Supervisor will involve:

• Manage a functional team of Customer Services Advisors, providing clear direction, support, and coordination of daily workloads to meet agreed organisational Service Standards
• Support continuous improvement of Customer Services Advisors, through regular 121 feedback, call coaching and mentoring
• Set individual and team performance objectives, monitoring progress against agreed quality and performance criteria, leading on formal processes such as performance management, welfare, and discipline issues, in line with policy
• Manage requests for information; early resolution complaints; customer complaints and the escalation of complex and/or aggressive calls, in a calm and professional manner with a view to reaching a positive conclusion
• Undertake general financial administration e.g., taking payments from customers and supporting Advisors with escalated queries including those relating to payments
• Ensure that the functional team delivers an excellent service, meets agreed performance targets, quality criteria and standards which meet/exceeds customer experience and satisfaction levels
• Manage changing demands and respond to unanticipated problems and situations, resolving emergency staffing issues in a calm and timely manner, including undertaking daily resource and skills management (floorwalking), as and when required
• Work with Resource Management colleagues to plan identify training and development opportunities to ensure that Advisors have the necessary skills, competencies, and confidence to effectively support customers and the Contact Centre’s One Team vision

Skills and experience we’re looking for in our Customer Services Supervisor:

• Relevant Level 4 qualification OR Extensive Equivalent Experience*
• Leadership or management training
• Willingness to undertake the IOSH Managing Safely course
• Willingness to undertake the Council’s internal leadership programme
• Experience of working in a customer focused organisation with supporting the delivery of services directly
• Experience of promoting effective working relationships, creating a high performing team and positive working culture
• Experience of managing a team (including remote working employees), setting performance objectives, monitoring progress against agreed quality and performance criteria, and leading on formal processes

A lot to look forward to:

Here at Barnsley, we live and work by four important values: honesty, teamwork, excellent service, and taking pride in what we do. As part of our team, you can be sure we’ll do all we can to support you in being truly excellent. You see, we prioritise learning and enabling you to achieve your potential. So we’ve created a development process that lets you grow in the way that suits you – whether that’s training to be a leader or learning flexibly online. That’s one of the reasons why we achieved IIP Gold, and why you’ll find your career here inspiring and rewarding.

If you think this role is for you then we would very much welcome your application, apply now to become our Customer Services Supervisor.