Customer Service Supervisor

Customer Service Supervisor

Location: Northampton Brackmills

About Rushlift Ltd
Rushlift is a leading provider of innovative customer-focused solutions in materials handling equipment, mechanical services and fleet management. Rushlift provides impartial advice to enable customers to maximise the effectiveness of their industrial equipment fleets, through either long-term hire contracts or servicing and repair arrangements.
In addition to providing all types of forklift trucks, from powered pallet trucks to wire-guided systems, Rushlift hires and maintains a wide range of industrial equipment such as sweepers, mobile plants, and lorry loader cranes.

About the role
To Oversee and monitor customer service staff activities and provide them with regular performance-related feedback whilst providing customers with a first-class, high-quality service experience and to supervise and oversees the customer support provided by the Service Teams.

Your key responsibilities will include:

  • Overseeing and assessing customer service team activities, including development, mentoring, coaching and day-to-day operational management of the team.
  • Assist and support customer service team with duties where required.
  • Create a working environment where employees feel involved, stretched, coached and developed to their full potential.
  • Assist with the development and implementation of service policies, and explain these to staff and customers.
  • Act as an escalation point for customer queries.
  • Investigate and solve customer service complaints.
  • Be a champion for best-in-class customer service and care.
  • Drive increased profitability through first-class customer experience whilst increasing retention and up-skilling the customer service team.
  • Ensuring that all SLAs and KPIs are adhered to within the customer services team and taking any corrective action to address any issues with individual team performances.
  • Maintain documentation pertaining to customer service department activities.
  • Providing feedback and working with the Customer Experience Manager to ensure the customer service team are contributing to the development of the Company’s corporate strategy in both short and long-term objectives.
  • Performing additional duties where needed.
What we are looking for:
  • At least 3+ years’ work experience in a similar position.
  • Proficient knowledge of customer service and standard office practices and procedures.
  • Proficient computer skills.
  • Proficient standard office equipment skills.
  • Outstanding communication skills, both written and verbal.
  • Strong people skills.
  • Excellent phone etiquette.
  • Outstanding organisational skills.
  • Available to work shifts.
  • Positive mindset yet structured in approach to all tasks.
What we offer:
  • Competitive Salary Package;
  • Annual Bonus;
  • Contributory Pension Scheme;
  • Enhanced Parental Policies;
  • 23 days holiday (excluding bank holidays), rising by one day with each third completed year;
  • Life Assurance of 2x salary;
  • On-site parking;
  • Employee Welfare Scheme – Vouchers for birthdays/weddings/children/studies/long service etc; and
  • Employee Assistance Programme giving you access to Retail/Health/Gym discounts, confidential counselling and advice, Cycle2Work Scheme, and much more….
What Happens Next?
Once you have completed your application, our People Team will initially consider your skills and experience based on your CV and application. If suitable, our team will then contact you to advise you of the next stage. We will ensure that all our resourcing processes are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard.

Rushlift is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our Organisation.

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call us on 0800 731 5035