Position: Customer Relations Supervisor

Location: The Pavilion, Kentish Way, Bromley BR1 3EF

Salary: 23,500 pa.

Job Type: Full time -40 hours per week

Main Purpose

The role will require working alongside the Contact Centre Manager to ensure that calls and emails are answered by staff (within agreed time scales), implementing best practices, all whilst delivering excellent customer service.

The postholder will champion, apply and role model the values of Mytime Active and our Theory of Change.

Summary of Responsibilities and Duties

• Increase customer loyalty by delivering a professional and personal service.
• Achieve targets and exceed internal and external customer expectations.
• Training and preparing Customer Relation Advisors to respond to customer queries and complaints.
• Organising shift patterns and the number of staff required to meet demand
• Reviewing the performance of staff, identifying training needs, planning training sessions and act as resource to our Customer Relation Advisors.
• Analysing/reviewing data from call performance software to improve customer experience and productivity.
• Identifying improvements to operational/ customer journey and suggest improvements.
• Maintaining up-to-date knowledge of service developments and promotions within Mytime Active
• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Takes incoming enquiries from new customers and converts them to members or purchasers of our products.
• Maintains customer records by updating profile information.
• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Achieves individual financial, conversion and interaction targets set by the Mytime Active.
• Recommends potential products or services to management by collecting customer information and analysing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Maintain an excellent attendance record within a 7-day operational shift pattern that may change depending on the needs of the business

Skills and Abilities

• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Sales experience
• Phone / Listening skills
• Operational experience within Leisure or Golf
• Data entry skills
• People skills
• Customer focus
• Attention to detail
• Professionalism
• Multi-tasking

Special Requirements

* Results-driven

* High level of proficiency in excel.

* Experience with call centre management systems and SharePoint or equivalent

* Sales and retention experience

Benefits:

In return you get to work for a great company with like-minded people with a competitive salary and benefits package including:

* Free access to Mytime Leisure & Golf for you and one other.

* 30 days annual leave (including bank holidays).

* Holiday purchase scheme.

* 20% off food and beverage and free hot drinks.

* NEST pension.

* Exceptional achievement award scheme.

* Employee discount & salary sacrifice schemes.

*All offers of employment are conditional upon you signing the contract of employment and:

* Satisfactory health clearance;

* Two satisfactory references;

* Proof of attainment of qualifications;

* Evidence of your right to work in the United Kingdom; and

** Satisfactory Disclosure and Barring Service (DBS) check if needed for the role*

*Mytime Active applies its Equal Opportunities Policy at all stages of recruitment and selection. *