Customer Operations Supervisor
Job - permanent - customer operations - administration - customer service - Crawley - Gatwick - startup
Your new company
You will be working for a revolutionary new start-up, who will provide a private peer to peer service.
They will base their offices/headquarters in the Crawley area for the pilot phase of this business with the aim to quickly expand to various locations across the UK. This is a rare opportunity to be at the start of an exciting business that is looking to transform the industry they are entering, with your role focusing on the delivery of premium customer service
Company values are important to this new business and their looking for someone who shares these being Open Minded & Creative, Challenging, Caring and Respectful (customer, community and each other), Simplicity, Inspiring, Honesty and Transparency.
Your new role
Customers are at the forefront of this new business, as an innovative and disruptive company they aim to lead the way providing superior customer service with a slick and smooth operation. You will be quick thinking with a think outside the box attitude that allows you to both process information and react quickly to new challenges as they arise, remaining calm, collected and adapting suitable process to document and handle similar challenges as the business grows. You will work closely with the Head of Customer Operations to develop a customer service strategy that delivers WOW with a pro-active approach; ensuring customers recognise the innovative nature of our business against traditional industry models.
Mounds of flexibility will be needed in this brand new role as we aim to operate seven days per week between the hours of 6am and 9pm, with you working a 40 hour week (with flexibility as required). No two days will be the same as you assist the Head of Customer Operations and the founding management team build the on-site customer operations team, with potential to take full ownership of the local operation after the pilot, as the business expands into new locations. You need to be prepared for hard work and creative thinking to overcome challenges. They are looking to be the catalyst for a new marketplace, with customers in the centre of what they do. Your role will combine outdoor customer interaction and indoor customer support as well as taking full ownership of the back end administrative process involved to ensure premium service. You will have the support of your team, Head of Customer Operations and wider management team who will also be on-site.
What you'll need to succeed
You must be a people person with a proven track record of providing excellent customer service across multiple channels and interfaces, including telephony, mail and instant messaging facilities. You will have at least 3 years' experience in customer service-orientated operations and get a buzz from providing industry leading service. It's essential that you have the ability to implement, manage and report on all administrative procedures and functions, taking charge on key performance improvements where necessary. You will have experience using, and reporting on customer management systems/CRM, with knowledge of data protection regulations and customer confidentiality.
You will already be in a team leader and/or supervisory position with extensive experience operating administrative and customer service propositions, looking to further your career. Ideally you will have experience managing a small team, with the ability to plan and coordinate staff rota's, personal development procedures and create a welcoming and rewarding environment. You will be innovative with resilient personality to push boundaries, with a calm and collected nature to deal with complex operational issues as they arise, including crisis management. You're a problem solver with the ability to think on your own two feet and create solutions to problems quickly, recognising support as and when required.
You will be impeccably organised, with a passion for improving process and procedure keeping a well maintained and functioning office, team and overall customer operational process. You have a positive "can do" attitude turning negatives into positives, with the ability to motivate others in times of difficulty. You must have experience dealing with business partners both internally and externally, creating professional long lasting relations. Clean driving license and own transportation is essential.
What you'll get in return
You will receive a competitive annual salary of between GBP22-25K, dependant on experience. Free on-site parking. The opportunity to help shape the direction of the business in the future with multiple opportunities as they expand. You will also get the opportunity for management as they will look to hire 2 x Customer Support Advisors over the next 6 months.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.