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About the Role
The Customer Operations Supervisor ensures the smooth running and exceptional presentation of their teams and piers, driving quality conversations to improve performance and wellbeing, and supporting the delivery of a consistent and exceptional customer experience.
Responsibilities
- 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
- Hosts daily team member briefs to inform, delight, amuse and engage their teams
- Ensures all piers and team members present to the expected standard, leading by example
- Provides and maintains necessary equipment for the team
- Regularly inspects piers through the customers’ eyes
- Liaises with management and stakeholders to ensure optimal pier condition and brand guideline adherence
- Manages own time effectively, travelling as required to complete tasks and support teams
- Holds regular, quality conversations with individual team members, including feedback, career, return to work, welfare, and honest conversations
- Actively listens to, motivates, engages, and leads team members to deliver high standards
- Investigates concerns in line with company disciplinary process, liaising with management and HR
- Supports team members’ wellbeing, liaising with the DM team and HR
- Aspires to a positive team and company culture through team support and engagement
- Ensures appropriate staffing for customer experience delivery, managing absence and sickness cover
- Supports with customer escalations
- Makes key customer decisions supporting company success while delivering the right customer experience, escalating as appropriate
Requirements
- Ability to manage and motivate a diverse and transient team to deliver service excellence
- Previous Customer facing management experience
- Proven ability to motivate and engage a team, driving ticket sales and team spirit
- Ability to thrive in a very busy environment and maintain patience and empathy under pressure
- Committed and flexible approach to work
- Computer literate
- Ability to respond quickly to increased service demand with a “hands on” approach
- Proven ability to work effectively as part of a team and establish good professional relationships
- Commitment to delivering the best
- Ability to speak different languages
Skills
- Management
- Motivation
- Customer Service
- Revenue Protection
- Team Leadership
- Communication
- Problem-Solving
- Time Management
- Interpersonal Skills
- Adaptability
- Flexibility
- Computer Literacy
- Teamwork