Customer Experience Supervisor (Hybrid-Working!) in London - Hays Specialist Recruitment Limited

*The perfect opportunity for a confident Customer Services candidate to step into a supervisory role!*

Our client, an incredibly fast-growing, super-popular Retail brand (specialising in natural cleaning products), are looking to recruit a confident, personable Customer Experience candidate to join their London team in a supervisory capacity - overseeing the performance of a small team of external Customer Service Agents. Working on a hybrid basis and with great working hours (Monday - Friday: 9.00am - 5.30pm), this is an incredible opportunity for the right candidate!

Our client have been established for just under 5 years and have grown to 70 FTE in that time, across 3 x separate sites - with over 400,000 regular subscribers to their fantastic product(s). Their HQ is based in Central London and they also have an external CS operation overseas. As the company have grown exponentially across the last few years, they are actively seeking the perfect candidate to help to improve the performance of their Customer Services team, supporting Agents and assisting with complex queries. In a nutshell, your responsibilities will include:

- Onboarding, training and managing a small overseas team (5 FTE) to drive Customer Service excellence
- Conducting Agent onboarding, and shadowing new Agents to ensure successful assimilation into the team
- Handling Agent requests and providing support for any challenging CS queries
- Ensuring that all company updates (ie: new product launches) are clearly communicated to the CS team
- Reporting on team performance by conducting regular Quality Analysis reports
- Conducting basic team HR duties (monitoring annual leave/sickness, etc)
- Handling own customer queries (email/social media/live chat) in busier times

In order to be considered for this position, it is ESSENTIAL that you have the following:

- Minimum of 1 year's experience of working within a fast-paced Customer Services team (handling inbound calls/emails/live chat queries, etc)
- Experience of working with a CRM (ability to pick tech up quickly)
- Incredible communication skills (written and verbal)
- Fantastic administrative skills (competent in all Microsoft Office - including Excel)
- Fun, sociable personality

Although not essential, any candidates with exposure to coaching/leading others are urged to apply!

In addition to a very competitive salary, our client are also offering the following:

- Hybrid-working model (3 days in the office / 2 days working from home)
- Great working hours: Monday - Friday: 9.00am - 5.30pm
- Fun, sociable office (40 FTE - great Central London location!)
- Amazing progression opportunities (very fast-growing business!)

Our client are looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!

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