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XXX CUSTOMER SERVICES SUPERVISOR MAIN PURPOSE AND SCOPE OF THE JOB To supervise the Customer Services telephone helpline operation and sales process to ensure that customers are serviced, sales maximised and transactions are effectively processed. POSITION IN ORGANISATION Reports to: Customer Services Manager Responsible for: Customer Services Administrators CPD Administrators QF Mentor DUTIES AND KEY RESPONSIBILITIES A Operational Management

To ensure customer service standards are met by supervising the customer helpline service so it delivers a high-quality, accessible service for all customers. To supervise the manual and computerised business processes, ensuring adherence to policy and practice. To support effective use of the Customer Relationship Management (CRM) database by the team, and deal with first line support on any systems issues and development requirements that may occur. To ensure all calls and emails (including Information line) are logged correctly for processing, monitoring and evaluation purposes. To provide a first line support role to the team to resolve queries and complaints, identifying any trends and making recommendations on required actions to the Customer Services Manager. To provide an efficient, quality service to members of childminding groups and to be the main contact person for group information. To undertake the role of designated Allegations and Complaints (A & C) Officer for the department. To deal with detailed enquiries on insurance products and sales, ensuring compliance with relevant regulations.

Rota Management

To schedule and organise the MPD telephone helpline service, to maximise performance and income generation through the effective use of resources available. C Reporting and control

To use the CRM to produce reports on sales and customer service standards to aid management information reporting, as directed by the Customer Services Manager. To provide effective communication links between the customer services team and the Customer Service Manager. D People Management

To lead and supervise the performance of the team by example, communicating effectively, coaching and developing staff and providing regular feedback, to ensure high levels of performance and that agreed objectives and targets are met.

GENERAL RESPONSIBILITIES Contribute to team meetings and organisational priorities. To be flexible within the broad remit of the post To take direction on projects and priorities from your line manager which may vary from time to time To be self-servicing To abide by organisational policies, codes of conduct and practices.

This job description does not form part of your contract of employment and can be amended from time to time as the needs of the organisation require. Date Written: December 2007 Signed: Print Name: Document Ref: Signed: Print Name: Grade G (August 2008) (Line Manager) (Line Manager) (Staff Member) (Staff Member)

XXX CUSTOMER SERVICES SUPERVISOR This person specification sets out the essential, minimum qualities we are seeking for this post. Please ensure that your application demonstrates how you meet the criteria. You may include voluntary, unpaid and paid work. Criteria EXPERIENCE Experience of Supervising in a customer service function, including telephone helpline service, complaints handling Working with a Customer Relationship Management (CRM) system Staff management and development, including managing shift patterns and rotas Strong ICT skills Prepare, interpret and present information appropriately Communicate effectively with a range of audiences, using appropriate methods and language Time management and organisational skills Multi-task and prioritisation skills Motivational and coaching skills Criteria Tested at Interview Application Test

SKILLS/ ABILITIES

KNOWLEDGE

Knowledge and commitment to diversity and ability to apply awareness of diversity issues to all areas of work

EDUCATION/ TRAINING OTHER REQUIREMENTS

Evidence of continuing professional development or training in relevant areas Ability to work shift patterns (8am to 7pm) Able to occasionally stay away overnight Able to work occasional weekends

Date Written: December 2007

Signed: Print Name:

(Line Manager) (Line Manager) (Staff Member) (Staff Member)

Document Ref:

Signed: Print Name: