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Customer Care Supervisor

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Employer Description

Company: FedEx Express EU Job Requisition Number: RC368271 Locations: Melbourne Road Ashby-de-la-Zouch, United Kingdom Time Type: Full Time Scheduled weekly Hours: 37.5 Worker Type: Temporary Posting Date: 03-August-2021 Closing Date: 17-August-2021 Job Family: FXE-EU: Customer Care Supervisor (ID) Position Summary: Contract: 6 months, temporary. Hours: 37.5 per week. You'll manage, motivate and lead a team of 15 Customer Care Representatives who work in a multichannel communication environment including phone, email and webchat, developing their skills to consistently deliver excellent customer service and identify opportunities for continuous improvement. You'll lead by example to inspire your team to put their customers at the heart of everything they do, ensuring they are exceeding expectations and have a passion for helping others to a first-time resolution. As a Customer Care Supervisor, you will be responsible for:

  • Monitoring performance objectives
  • Planning and conducting regular coaching sessions
  • Performance appraisals
  • Supporting the Care Centres in their leadership development and succession planning by ensuring that training and development plans are in place for your team
  • Excellent stakeholder management skills are also key as you will be liaising with customers and senior managers on a regular basis
  • Supporting the team with customer escalations
  • Managing absence in your team
  • Conducting investigations and disciplinary hearings in line with the disciplinary policy To be successful in this role you will be/have:
  • Passionate about coaching and developing teams to deliver an exceptional customer experience time after time
  • Organised and driven to motivate and drive teams in a complex, high volume environment
  • Ability to analyse and make decisions within challenging timescales FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all Our Company FedEx Express is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World's Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding. Our Philosophy The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company. Our Culture Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace.