Customer Support Supervisor - Farmoor, Oxfordshire

Location: Farmoor - 2 miles from Oxford

Basis: Full Time Permanent Contract

Start Date: February 2022

Hours: Monday to Friday 9am-5pm, except during Easter, Summer and October school holidays when hours will be 8am – 6pm

Reporting to: Customer Support Manager

Salary: £22-26,000 plus £1,500 bonus

Holiday Allowance: 35 days (plus bank holidays)

About Us:

Ultimate Activity Camps provides exciting holiday activity camps for children across the UK during the school holidays. From elite sports coaching and language schools, to bush craft courses and multi-activity day camps, our brands are high quality and engaging.

Summary of Position The Customer Support Supervisor is a vital part of the parents’ experience, handling customer bookings, queries, feedback and during peak times supporting a small team of Customer Support Advisors. As such, you will need to lead by example and always put the customer first, make a great first impression whether on the phone or via email, and at all times demonstrate the required energy, enthusiasm and quality synonymous with Ultimate Activity Camps. So, if you have a positive and proactive attitude with the ability to be adaptable in a sometimes fast paced customer focused environment, then apply to join us today!

Responsibilities:

• Respond to customers via telephone, email and live chat in a professional, friendly and timely manner
• Provide a high standard of customer support and product knowledge
• Assist customers in making and editing their bookings
• Respond to customer issues and support Customer Support Manager to resolve customer enquiries, complaints or requests as appropriate
• Liaising with other team members across the company departments to resolve customer issues and questions
• Support the Manager to ensure temporary staff are keeping accurate and up to date customer information and records
• Support the Manager to train temporary staff to a high standard
• Use your product knowledge and customer service skills to support and quality control a small team of temporary staff
• Use your initiative to suggest ways to improve any aspects of the customer support process
• Support with operational, product, or marketing activities and projects as required

Requirements:

• Experience of working in an inbound customer support environment
• Professional, proactive and can-do positive team attitude
• Excellent communication skills, both on the phone, in person, and in writing
• Share our company values to inspire children and be a positive role models to children
• Ability to remain calm under pressure when dealing with customer issues
• Excellent attention to detail
• Proficient in IT systems and data management
• Ideally educated to degree level
• Available to work during all school holidays and commute daily to our head office in Farmoor, near Oxford

Benefits

• Generous Holiday Allowance: Up to 35 days plus bank holidays annually, plus time in lieu for weekend work
• Free onsite parking
• Regular Company Socials
• Company Pension Scheme
• Part of a Highly Respected Organisation: As part of Dukes Education Ltd, Ultimate Activity Company Ltd staff reap the benefits of being part of a highly successful and respected educational group