Customer Service Supervisor

Customer Service Supervisor - Dungannon

The company:
Our client based in Dungannon is a family run business trading for over 40 years and is firmly established as one of Ireland leading manufacturing distributors.
They are a market leader in their industry and are a passionate and innovate company. They are recruiting for a Customer Service Supervisor. This is a full time permanent job. Hours of work is Monday - Friday 9-5 with an hour paid lunchbreak. Salary is £28000-£29,000. The company is also piloting hybrid working from home 1 day a week. They also offer 31 days holidays, 5% pension and private medical insurance.

The role:
As Customer Service Supervisor you will ensure professional handling of all queries, orders and complaints from customers, via telephone, email and social media platforms to deliver complete customer satisfaction in line with the Company’s policies and brand values.

Other duties include:

• Promote a culture of performance and continuous learning and improvement within the Customer Service Function.
• Gain an awareness of cross functional departments within the business to build product and processing knowledge.
• Build a strong, in-depth foundation of knowledge for all company brands and products.
• Oversee the handling of all enquiries received via communication methods including but not limited to online / telephone / social media, relating to products, complaints and orders etc. ensuring each customer receives a satisfactory response and all complaints are captured for investigation and trending.
• Develop, implement and manage the creation of a customer database / CRM system to capture enquiries, to help trend and report positive and negative feedback from customers.
• Responsible for the complaints database, capturing all customer complaints.
• Help lead the continuous improvement of the company through collaboration with other departments and escalating reoccurring trends to senior management to ensure the root cause is identified and a solution implemented to reduce / eliminate the issue.
• Reporting potential issues or challenges to the Board of Directors in a proactive manner.
• Analyse and identify frequent enquiries and advise how to improve the company’s external communications to help educate the consumer which will result in a reduction of enquiries.
• Processing of online and telephone orders to the logistics team.
• Continuously evaluate Customer Services process with the aim to enhance the customer experience along every step of their purchase journey.

The Opportunity:
Our client offers excellent salary, 31 days holidays, 5% pension, private medical insurance, career progression and the opportunity to work with a market leader in their industry.

What to do next:

If you are interested in this role call Brian in Hays on or email cv

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