Customer Service Advisor Team Supervisor / Team Lead

  • Job Reference: AWDO-P7545
  • Date Posted: 22 November 2021
  • Recruiter: Guide Dogs
  • Location: Manchester, Greater Manchester, North West England
  • Remote Working: 100% remote working possible
  • Salary: £22,958
  • Bonus/Benefits: (starting from) + Excellent Benefits
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: CV Response Team

Job Description

Guide Dogs Jobs, Careers and Vacancies. Customer Service Administrator / Enquiry Line Advisor vacancy in Manchester, Greater Manchester, North West England Advertised by AWD online – Multi-Job Board Advertising and CV Sourcing Recruitment Services

Customer Service Advisor Team Supervisor / Team Lead who has extensive experience within a supervisory role with excellent administrative skills gained preferably within a customer services environment is required to join our team at Guide Dogs.

 

SALARY: Starting from £22,958 per annum (starting salary) + Excellent Benefits

BENEFITS: 26 Days Holiday plus Bank Holidays. The Charity offers a generous pension scheme, life assurance and enhanced pay for parenting and sickness leave. In addition, they provide an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme.

LOCATION: Remote Working / Home Based Position. Applications from anywhere in the UK will be considered. However, there will be some travel to the offices in Reading or Atherton is preferred

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 35 hours per week, 9am – 5pm, Monday to Friday. As a charity they are always keen to support flexible working as much as possible

 

APPLICATION PROCESS: Once we’ve reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

 

JOB OVERVIEW

We have a fantastic new job opportunity for a Customer Service Advisor Team Supervisor / Team Lead who has extensive experience within a supervisory role with excellent administrative skills gained preferably within a customer services environment.

Working as the Customer Service Advisor Team Supervisor / Team Lead you will provide day-to-day supervision of the Enquiry Help Line Advisors within your dedicated area.

As the Customer Service Advisor Team Supervisor / Team Lead you will also support a person-centred operational delivery of the help line by providing virtual information, advice and guidance via telephone, email and web enquiry forms, ensuring that operational delivery is successful through the administration of rotas.

As a successful candidate, you will have an exciting opportunity to work in a growing and fulfilling environment where your efforts will be greatly appreciated by Guide Dogs and the thousands of people they help.

 

DUTIES

As the Customer Service Advisor Team Supervisor / Team Lead your duties will include:

  • Provide effective line management, guidance, training and development to empower the Enquiry Help Line Advisors, creating a knowledgeable and efficient team
  • Support the Manager with administrative or support duties as needed to enable the smooth running of the team
  • Advise the Manager of any issues that affect the ability to follow a process or procedure
  • Deal with routine calls, emails and web enquires
  • Ensures callers are responded to in a professional manner and information provided is accurate
  • Be a subject specialist in at least one of the key areas (knowledge based training will be provided), handling calls referred by other members of the team
  • Use initiative and emotional intelligence to adapt style and content of the interaction as appropriate to effectively build relationships
  • Ensures caller information is promptly and accurately entered and updated onto the database
  • Work with the Information Line team to proactively share knowledge and review frequently asked questions (FAQs), ensuring growth as a group
  • Deal with first level of complaints management in a calm, professional manner
  • Monitor team resources regularly to ensure Service Level Agreements are met

 

WORKING AT GUIDE DOGS

Working at Guide Dogs is much more than just a job. Through the values that guide our work, we make a real difference, and change lives.

We believe that wellbeing at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for Guide Dogs.

 

CANDIDATE REQUIREMENTS

Essential

  • Extensive experience in a supervisory role
  • Proven experience in administration within a Customer Service environment
  • A comprehensive knowledge of GDPR regulations
  • Clear understanding and experience of safeguarding
  • Supervision of others – in either a coaching or developing capacity
  • Highly motivated towards delivering a person-centred service
  • Eligibility to work in the UK

 

Desirable

  • Lived experience of vision impairment (either self or direct family member)
  • Experience of dealing with complex queries and/or complaints
  • Knowledge of Salesforce or CARE database
  • Line management skills
  • Project management skills

The Charity is committed to safeguarding and promoting the welfare of all children, young people and vulnerable adults with whom they work. They expect all of their employees and volunteers to fully share this commitment.

Please note: we reserve the right to close any of our vacancies early.

 

NO AGENCIES PLEASE


HOW TO APPLY

APPLICATION PROCESS: Once we’ve reviewed your CV, we will email over some extra details regarding the application process that you will need to complete as soon as possible. Please keep an eye out for our email.

CV’s of Job Applicants meeting this requirement may also be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P7545

This job is being advertised by AWD online on behalf of Guide Dogs

Full-Time, Contract, Home-based Jobs, Careers and Vacancies. Find a new job and work in Manchester, Greater Manchester, North West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.