We’re recruiting for a customer focused Contact Centre Supervisor to work at our Newcastle Ford contact centre.
Location
Newcastle-Upon-Tyne, with some travel to the Arnold Clark head office in Glasgow for team meetings and training.
Hours
Full time, Monday– Friday (40 hours per week, including rotational Saturdays)
Flexible working is available with this role.
About the role
As a Contact Centre Supervisor, you’ll be overseeing the smooth day-to-day running of our busy Newcastle service contact centre, making sure staff are motivated to reach targets and ensuring they deliver outstanding customer service with every call.
This role would ideally suit somebody with some previous experience as a supervisor in a similar environment, with a positive, organised attitude and a genuine interest in giving customers the best service possible.
Day-to-day duties
- Managing team resources.
- Distributing tasks to call agents.
- Monitoring agent performance.
- Carrying out one-to-one coaching and performance sessions.
- Ensuring that all customer records are accurate and up-to-date across several in-house systems.
- Answering questions from staff and providing guidance when needed.
- Completing daily and weekly reports.
- Carrying out regular call monitoring and quality checking bookings.
- Contacting customers using pre-booking data.
Essential skills
- Fantastic communication and influencing skills.
- People management and problem solving skills.
- A proactive, sales motivated approach.
- Coaching skills.
- A genuine desire to deliver consistently great customer service.
- The ability to encourage staff to reach targets.
- Excellent telephone manner, with an ability to build a strong rapport with customers.
- High levels of organisation and attention to detail.
Nice to have (but not essential)
- Previous call centre or customer service experience.
In return for your skills, you’ll also take part in an extensive training programme and enjoy one of the best employee benefits packages in the automotive industry, including flexible hours, private health insurance, life assurance and preferential rates on new and used cars.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.
Only successful candidates will be contacted for interview.