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The Wave - Operations
,
Easter Compton, Gloucestershire
Customer Service Team Supervisor
Overview
Job Description
Right now the waves are not yet rolling but we hope that at some point in the future we will be able to have people up and riding and in order to do this we will need to expand our team. As customer service supervisor you will play an essential part in our visitor's overall experience. Heading up the customer service team, who are generally the first people they may speak to or see, both before and once they've arrived at The Wave. The team therefore has the opportunity to set the tone to what will be an incredible experience at our ground-breaking venue. In addition to working in all areas of customers service (reception, info desk & office based) you will lead, inspire and help support the team to consistently deliver service level agreements, defined operating standards and agreed financial targets. What you'll be up to: • Championing and role modelling the highest levels of service to the team. • Building amazing relationships with our visitors and always seeking to learn and improve as we move forward. • Implementing strategies to address issues before they become a problem. • Understanding and taking ownership of business targets and performance data. • Planning, forecasting and prioritising effectively. • Becoming a super user of all customer service-related systems including BOS, ZenDesk and DotDigital. • Help leading from the front and proactively supporting the team, especially at times where issues need to be escalated. • Working with the general manager to develop the team through regular reviews and open and honest feedback. • Creating rota's and managing daily clocking's and timesheets as well as front line payroll enquiries for the team. • Assist in the recruitment of customer service team members • Carrying out duty management shifts (any duty management shifts will be paid at an enhanced rate of £10.68 per hour) • Working flexibly across our opening hours and the site, offering support when and where it's needed. • Maintaining a strong working knowledge of our health and safety policy, operating procedures and incident management process. • Delivering specific projects and taking on specific areas of responsibility as defined by the general manager. • Cashing up tills at appropriate points during and at the end of shifts. Please note that the successful candidate will need to be available to work at the weekends as part of a varied shift pattern.