The Customer Service Department is the face of the Birmingham Assay Office, responsible for delivering outstanding service on the full a range of services provided to our visiting customers.
The Supervisor role will lead with the consistent delivery of exemplary customer service excellence and provide day to day supervision and guidance for the customer service team members.
A strong relationship building focus and the ability to develop a rapport with colleagues across the business and external customers is essential as well as having the commercial acumen to ensure that all sales opportunities are dealt with appropriately.
A calm and professional manner is required to handle front line resolution of customer complaints when they arise.
Customer Service Excellence
Maintain a thorough understanding of all services provided by the Birmingham Assay Office Divisions and provide customers with accurate information on products, services, lead-times and prices. Build effective relationships with internal and external customers. The Supervisor is expected to staff the counter as required to ensure work is submitted and released efficiently. Contribute to process and service improvements in the area.
Ensure knowledge and competency of staff meets the high standards expected by the business. Day to day supervision of the team to include time and attendance co-ordination to ensure required levels of staffing are in place at all times. Delegation of duties to ensure that all tasks are prioritised effectively and completed accurately, to agreed standards and timescales. Encourage and deliver cross departmental working to deliver most effective use of staff resource.
With an excellent knowledge of the services across each division, this will aid in the cross-selling of the businesses services whilst having face to face discussions in Customer Services. Develop good relationships with returning customers to enable them to discuss any issues they may have at the point of leaving or collecting work. Being confident and able to contact customers to discuss any relevant sales or operational issues as appropriate. To work with the sales and marketing executives to ensure that all promotional campaigns are all visible and promoted within Customer Services area.