Customer Operations Supervisor

OVERVIEW:

The Customer Operations Supervisor is dedicated to the smooth running and exceptional presentation of their teams and piers. They provide accountability at local level to boost standards, and enable team member – line manager relationships that drive quality conversations, improving the performance and wellbeing of our team members, supporting in the delivery of a consistent and exceptional customer experience.

KEY ACCOUNTABILITIES:

• Manages their team of Customer Service Assistants working across their island
  
• Ensures the smooth running of the piers in their island
  
• Delivers a “human, bright and bold” Customer Experience across their island
  
• Guarantees Revenue Protection on their island
  

MAIN ACTIVITIES, DUTIES & RESPONSIBILITIES:

• Hosts daily team member briefs to inform, delight, amuse and engage their teams
  
• Responsible for ensuring that all piers and team members present to the expected standard, and the Customer Operations Supervisor leads by example with this themselves
  
• Provides the relative equipment to the team, is responsible for ensuring the equipment is returned and maintained in working order
  
• Walks each of the piers in their island regularly, looking at them through the customers’ eyes
  
• Liaises with the management team and other stakeholders (such as Marketing and Safety) to ensure that the pier is kept in optimal condition and that all signage meets brand guidelines and is up to standard
  
• Manages their own time effectively, travelling around their island as required to complete their tasks and support their teams
  
• Holds regular, quality, conversations with each of their individual team members, including feedback conversations, career conversations, return to work conversations, welfare conversations and honest conversations.
  
• Actively listens to their team members, motivating, engaging and leading them to deliver the best standards across the piers in their island.
  
• Investigates any concerns in-line with the company disciplinary process, liaising with the management team and HR where appropriate.
  
• Supports their team members’ wellbeing and liaises with the DM team and HR where appropriate.
  
• Aspires to a positive team and company culture, where the key to success is through the support and engagement of the team members.
  
• Responsible for ensuring the right people are in the right place at the right time to deliver the customer experience, managing absence and sickness cover as required
  
• Supports with customer escalations as appropriate
  
• Makes key customer decisions which support the company’s success whilst delivering the right customer experience, escalating where appropriate to the management team and/or customer communications team
  

Requirements

KEY SKILLS:

Essential

• Ability to manage and motivate a diverse and transient team in order to deliver service excellence
  
• Previous Customer facing management experience
  
• Proven ability to motivate and engage a team, driving ticket sales and team spirit
  
• Thrive in a very busy environment and maintain patience and empathy even when working under pressure
  
• Be committed and flexible in your approach to work
  
• Computer literate
  
• Ability to respond quickly to an increase in service demand with a “hands on” approach
  
• Have a proven ability to work effectively as part of a team and to establish good professional relationships with colleagues
  
• A commitment to delivering the best
  

Desirable

• Ability to speak different languages