The Customer Service Supervisor is responsible for supporting the Customer Service Agents both onshore and offshore to provide exceptional front-line service to our internal and external customers. The Customer Service Supervisor will work closely with the Customer Service Management Team to develop and support agents. The role will assist with maximising performance of the agents through training and support. Please note, this is a 12 month secondment role.

To be eligible to apply for this position, it would be looked upon favourably to have achieved the below:

• Experience as a Customer Service Agent at CRG
• Competent across main tasking, inclusive of Cases, Live Chat and sms with additional tasking including Politix, manual refunds and Social Media preferred.
• Experience in positively supporting the Offshore Team in #infosys-help Slack channel
• Experience in presenting and training Customer Service Agents in group settings and one on one
• Ability to take on feedback and positively implement changes when required
• Ability to manage stress and performance during times of change
• Live the CRG Values each day

Key responsibilities

• Serving as the first point of contact for Customer Service Agents
• Empowering Customer Service Agents both on and offshore with prompt and personalised support
• Delivering best-in-class customer experience by upholding high-quality service standards (SLAs, NPS, feedback)
• Collaborating on the creation of interactive training materials including “How To” videos and the facilitation virtual training.
• Monitoring live performance and channel optimisation using real-time analytics
• Facilitating omni channel communication and support for an exceptional customer journey
• Harnessing customer feedback to uncover issues and trends insights and drive data-informed decisions
• Championing a proactive and agile approach to problem-solving and innovation
• Addressing technical issues and fostering a culture of compliance with industry best practices
• Influencing leadership with constructive feedback to elevate the overall customer experience.

This is a fantastic opportunity for a Customer Service Representative looking to grow their career in CRG.