Customer Experience Supervisor

We have an exciting opportunity for you to join our Team as our Customer Experience Supervisor for the WP group.

WP Group (Part of Moove Europe) is a leading fuels distribution company. Our head office is based in central Southampton. We specialise in the supply of high-quality fuels to domestic, commercial and corporate Customers.

Being owned by one of Brazil’s largest companies we benefit from being part of a corporate organisation with the agility of a medium sized business. We are fast-paced, people focused, driven by innovation and our customer relationships.

The Position

The Customer Experience Supervisor is responsible for leading, supporting, coaching, and motivating a team of Customer Experience Advisors to deliver an industry leading Customer Experience and drive results.

In this role you will work closely with the Customer Experience Manager and be responsible for ensuring that the team are equipped with all the knowledge, skills and direction they need to achieve Company goals and an outstanding Customer Experience.

This role requires previous experience of working as a team leader or supervisor within a sales environment of delivering and exceeding results.

Building strong relationships with internal and sales Colleagues will be key to ensuring the day to day needs of our Customers are met and that WP Group are as efficient and Customer centric as we can be.

Responsibilities

Lead, mentor and coach your Team to ensure the Customers’ needs and expectations are exceeded

Ensure completion of all sales related activity including outbound marketing activities and ensuring daily call targets are consistently being achieved

Liaising with key internal colleagues to ensure smooth running of daily activities and overcome challenges to guarantee the best Customer experience

Be the voice of the Customer, focussed on continuous improvement across the wider business and ensuring our processes and procedures are being followed and suggesting improvements wherever necessary

Ensuring that all sales enquiries are followed up within agreed SLA’s, providing support to convert enquiries into sales and manage internal and external communication within agreed SLA’s and to an exceptional standard

To ensure the Customer Experience team have daily sales focus and to provide energy and daily motivation to the team whilst celebrating successes

Being the first escalation point for Customer complaints and supporting the Customer Experience Advisors in processing and resolving Customer complaints. Working together with other departments to ensure the root cause of complaints are identified and preventative action is put in place

Supporting the Customer Experience Manager to develop individual development plans for all members of the team and identifying gaps in skills. Working together to ensure the Customer Experience Team have all the necessary 121 coaching and support

Utilising WP Group’s business information and systems to lead the team reacting and taking action where necessary. Ensuring compliance and utilisation of our systems by all members of the Customer Experience Team.

Take an active lead in the Team and when needed this role will need to cover order processing and phone cover as well as other Customer Experience related duties.

Experience and Attributes Needed

  • Successful track record in a supervisory position in a sales environment
  • Good working knowledge of MS Office
  • Organised with excellent time management skills
  • Ability to be flexible, positive and calm in challenging situations
  • Highly effective and clear communicator with active listening skills
  • Enjoys working in a busy and vibrant Customer centric and sales focussed environment
  • Tenacious, goal orientated and process driven
  • Proactive attitude and makes things happen to strive for best results
  • Compliant attitude towards safety and controls
  • Previous knowledge of CRM and phone systems would be beneficial

Benefits

  • Competitive salary
  • 22 days holiday per annum increasing in the second year of service to 25 days
  • Generous annual performance bonus
  • Life insurance 4x basic salary
  • Contributory Pension (4.5% Employee and 4.5% Employer contribution)
  • Employee Perks portal, GP helpline and assistance programmes

If you are interested in being part of a global organisation who truly value their employees and encourages development and progression, please apply today.

For more information about our Employee benefits and to read our Recruitment and Employment Privacy Notices that describe how we handle and store your data please, go to the Careers section of our website.

To apply, please send your CV and covering letter to career@thewp-group.co.uk

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