WARMFLOW
Customer Care Supervisor
Ref: L035
Warmflow has been established as a privately owned business since 1970 manufacturing a range of heating and ventilation products as
well as bespoke fabrication and during this time we have a gained a reputation for high quality, competitively priced products. Based in
Lisburn with a distribution centre in Telford, our 100,000 sq ft production facility boasts state of the art technologies including CNC high
definition plasma cutting, robotic welding and panel folding technology supported by the latest CAD, CAM and sheet metal software. As
part of our philosophy of sustainable growth and innovation Warmflow focusses on meeting our social and ecological responsibilities
ensuring that we continue to deliver the products that the market demands, both now and in the future.
JO B P U RP O SE
Working in conjunction with the Customer Care Manager to co-ordinate the daily supervision and running of the call centre.
JO B TY PE / SA LA R Y
Full-time permanent position with competitive salary, commensurate with experience.
M A I N A C T IV I TIE S/ RE SP O NS IB I LI TIE S
Specific duties will include:
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Effective resource planning,
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Sourcing of equipment and systems,
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Implementing call centre strategies,
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Responsibility for meeting customer service targets as well as implementing areas of improvement or development as decided by
management.
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Ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner.
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Carrying out needs assessments, performance reviews and cost/benefit analyses;
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Meeting performance targets for speed, efficiency, sales and quality;
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Ensuring all department-relevant communications, records and data are collected, updated and maintained;
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Liaising with other department leaders, operatives and third parties to gather information and resolve issues;
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Maintaining up-to-date knowledge of industry developments;
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Randomly monitoring calls to improve quality, minimise errors and track operative performance;
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Co-ordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
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Reviewing the performance of staff, identifying training needs and planning training sessions;
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Recording product statistics, warranty rates and the performance levels of the call centre and preparing various management
reports;
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Co-ordinating customer complaints or enquiries;
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Prompt and accurate reporting to the Customer Care Manager;
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Promote and ensure compliance with the company’s Equal Opportunities policy, Quality Policy and Health and Safety policy;
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To carry out any other duties necessary for the smooth running of the function.
E D U C A T I ON , QU A LI FI C A T IO N S A ND E X P E R IE NC E
It is essential that the successful candidate must have:
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Previous experience of providing the effective planning, organisation and development of a team of Customer Service operators;
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Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set;
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Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict
timescales;
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High standard of computer literacy, including experience of setting up reports to show performance and progress against
department KPIs;
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Highly customer-focused and able to demonstrate excellent communication/telephone skills;
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Demonstrate an understanding of customer service ‘Best Practice’.
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Must have full driving license.
Desirable criteria:
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A working knowledge of the plumbing and heating sector is desired.
P E R S ON A L QU A LI TIE S
Date posted: 16/02/15
WARMFLOW
Customer Care Supervisor
Ref: L035
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Excellent interpersonal skills with ability to engage effectively at all levels
Industrious and motivated with a persuasive manner.
Enthusiastic and ambitious with a proactive approach.
Prepared to be flexible in their approach to all aspects of the business.
Be capable of producing results with a strong attention to detail and a ‘can-do’ attitude.
A P P L IC A TI ON P R OC E S S
Please email your CV and cover letter to monitoringofficer@warmflow.co.uk or by post to: The Monitoring Officer, Warmflow Engineering
Co Ltd, Lissue Industrial Estate, Lisburn, BT28 2RF. Closing date for applications is 27/02/15
Date posted: 16/02/15