Customer Service Supervisor

Job Purpose:

Working hours: 37 Hours per week, Monday, Tuesday, Wednesday, Thursday, Friday.

Advertised Salary: £27,500 - £30,000 Dependant on Experience + £2,000 Outer London Allowance, (If based in Milton Keynes). £27,500 + £4,000 Inner London Allowance per annum, (If based in Little Venice/Paddington).

Location: Home working - occasional travel to our Paddington/Little Venice/Milton Keynes hub.

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays it's part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

The role of Customer Support Supervisor leads the customer support team at a waterway to manage the main customer interface, dealing with all

general customers enquiries and communications and the management of the office.

Working hours will be Mon - Fri (37 hours) with an expectation to work occasional weekends.

You will be based working from home and applicants should be confident and comfortable to work from home on a permanent basis. You will be required to attend the local hub location at either Little Venice office near Paddington or Milton Keynes when required for team and collaborative meetings.

London & South East Team & Work ([...])

How we make a difference (https://canalrivertrust.org.uk/about-us)

Knowledge, Skills/Qualifications & Experience :

Key accountabilities:

• Drive and manage performance of the customer service team supporting region to meet Trust SLA’s and customer satisfaction targets.
• Manage cases and complaints on behalf of the team and region, working with regional operational and engineering colleagues and teams to resolve enquiries and complaints.
• Be a point of contact for case escalation and resolution, including formal complaints, drafting replies on behalf of BCSM and Regional Director.
• Be part of the Customer Service team responding to incoming customer telephone calls and manage telephone performance across the customer service team.
• Manage and write monthly report summaries of customer service performance to BCSM and Regional Director to help drive regional customer service performance and priorities.
• Manage claims process within the waterway, ensuring acknowledgements and responses are issued within the prescribed timescales.
• Oversee logging of all regional customer related incidents, via Safety Log, ensuring all reports are submitted in line with Trusts procedure.
• Maintain communication channels with our customer groups through telephone calls, notice boards, post, email, social media and our website; delivered in a consistent and timely manner.
• Be a support for the organisation of events and functions within the waterway, for both internal and external customers for example team days, APM’s and open days.
• Co-ordinate administration support for the waterway partnership, its chair and its members and ensure an effective flow of communication between the members, customers and staff of the Trust.
• Line manage a team of 6 Customer Service Administrators ensuring that tasks are processed efficiently and in a timely manner in line with defined standards and processes.
• Lead and develop individuals to ensure that the appropriate skills and competencies are maintained to deliver the objectives of the team, working with volunteers to expand the capabilities of the team.
• Provide financial management support to the waterway, under the guidance of the Finance Analysts, to ensure effective ordering of materials and supplies and adherence to financial processes.
• Display the Trust values and behaviours at all times.
• Ensure that diversity and inclusion are integrated into all aspects of Trust life and promote inclusion by challenging behaviour, practices, actions, or decisions that are counter to the objectives of the Trust’s policies and values.

About you

Technical:

• Proven experience of delivering excellence in customer service and working to customer service SLA’s
• Proven experience of customer case management, including de-escalation and/or resolution of formal complaints
• NVQ or equivalent in a Customer Service related discipline and /or Business Administration Level III / HNC
• Some knowledge of work safety management.
• Proven line & budget management experience.
• Proven experience in SAP.
• Substantial experience in a customer service area, providing support over telephone and email.
• Substantial experience of administration.
• Some experience of working with or as a volunteer(s) is desirable.

General:

• Communication skills that allow you to inform, help and advise customers clearly and professionally and liaise with other professionals.
• Listening skills, to understand exactly what customers require.
• Ability to deal with difficult and potentially confrontational situations.
• Confident in the use of word processing and spreadsheet software.
• Confidence, patience, politeness, tact and diplomacy, when addressing customer enquiries.
• Ability to work well under pressure.
• Ability to understand and implement organisational policies
• Good personal presentation, especially when working with customers face to face

We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

To apply: click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

If you have any questions about the role please contact CRT.recruitment@canalrivertrust.org.uk

What We Offer:

In addition to your salary, we also offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits we are also open to flexible working arrangements. These include:

• Competitive contributory DC Pension scheme arrangement, where we will double your contribution to a maximum of 10%.
• 25 days paid holiday (plus paid Bank Holidays), increasing to 30 days after 5 years.
• Annual £200 personal learning & growth award to spend on any learning related activity.
• Free access to specialist counselling on a range of issues, e.g. health, financial, well-being and domestic matters.
• Access to a range of employee benefits including store discounts, boating holiday discounts and holiday purchase scheme.
• 2 days paid volunteering leave per annum, allowing you to volunteer for a local community project etc.
• Free fishing facilities across our canal network.

We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.

When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations. Come and share your passion and knowledge with a team that makes a difference to millions of people every day.

Find out more about us on our website: https://canalrivertrust.org.uk/about-us