Customer Service Supervisor

Customer Service Supervisor

The UP story

Ultimate Products has evolved from a local business into a global success. We are a major supplier of branded household products and work alongside over 300 world-class retailers to bring quality goods to market. Our brand portfolio has grown extensively across our 12 product divisions and we are proud to work with prominent brands including Beldray, Russell Hobbs, Progress and Salter. Now an international PLC business, we’re committed to providing the latest trends on the consumer market and delivering an end to end service to our customers. Our retail partners include UK and international retailers such as B&M, Asda, Tesco, Sainsburys, Argos, B&Q, and TKMaxx. At UP we pride ourselves on delivering tomorrow’s products today.

Our Roles and Development Programmes

UP provide the right candidates with multiple opportunities to develop a long standing career in a very successful company. This isn’t just a job, it’s a chance for a long term career. We have individual development programmes and training sessions to enable people to build on their existing skills in order to take on more responsibility and take that next important step within their career.

What you’ll be doing

Our aim is to deliver a world class service to our consumer customer base through using innovative and latest technology solutions. We want to ensure our customer experience is extremely positive, even when tackling some issues in service or problems with our product. We are looking for someone to lead our team to achieve these aims.

As a Customer Service Supervisor you will be responsible for leading a team of customer service advisors, with the aim of delivering a high quality and consistent service.

The role will involve reviewing, improving and implementing new systems and practices to streamline processes and using technology to ensuring the Customer receives a high quality experience. In doing so, you will need to monitor our own performance, review and set KPI’s and provide feedback on the customer service processes to the Board of Directors.

This role is not your traditional call centre setting. We need someone with experience, understanding and a passion to use new customer service technologies such as Live chat to create an extremely productive team who is committed to driving our service standards to the highest they can be.

Whoever takes up this opportunity will have the ability to be our future Customer Service Manager or Head of Customer Service.

We are looking for someone who matches that aim with their own ambition and aspirations.

Other responsibilities include but are not limited to;

Ensuring customer queries are handled promptly and effectively via our web chat (Gnatta).

Managing replacement parts stock levels and identify patterns in product reviews, reporting back to key departments including QA, Merchandising and Buying.

Handling customer enquiries and complaints in a professional manner and escalating issues to a suitable resolution in line with Company procedures.

Accurately logging faulty or returned goods within the relevant databases and identifying trends.

Working with the wider Customer Services team to manage and maintain stock levels of spare parts.

Ensuring replacement parts are sent to customers in a timely manner.

Supervising, training and leading the team along with developing their skills and abilities.

What we look for

Degree qualification at 2:1 or above – all specialisms considered is preferred but not essential. However good academic qualifications is essential

At least 18 months’ work experience in customer service, within web chat based role, preferably with some leadership or supervisory experience

Ability to implement new systems and processes using technology solutions

Excellent communication skills, with the ability to interact with people from all backgrounds

Excellent organisational skills

Strong IT skills, particularly in Microsoft Excel

Adaptable with a “do what it takes” attitude to completing tasks within set deadlines

Assertive and confident with a passion to improve the customer experience

Local to Manchester

Benefits & Perks

  • Ongoing salary reviews as you take on more responsibility and progress your career
  • Funded external training
  • Career opportunities across varied roles/departments
  • Team social events
  • Annual Christmas parties and celebrations throughout the year
  • Staff discounts on our branded products
  • 25 days holiday plus bank holidays after your first 12 months with the Company
  • Company contribution pension scheme
  • Staff Bonus schemes

This last year has been our biggest and best year yet with over 100 jobs being offered. Ultimate Products’ have now progressed to a PLC business after floating on the London Stock Exchange and we have now opened a state of the art showroom in Germany to complement our expansion plans into Europe. The business continues to expand globally and as such there are numerous job and career opportunities available. It is a fantastic time to join a fast paced, growing and dynamic business that puts people and product at the heart of everything that it does.

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