Team Supervisor

at  Castelan

COMPANY OVERVIEW

Castelan Group is a specialist in electrical and furniture warranties, claims handling, insurance validation, inspection services, and customer care. With over 1,500,000 UK households benefiting from Castelan Group’s services, we provide value to retail and insurance businesses and peace of mind to customers and policyholders. Castelan also provides high quality furniture care services to many of our retail clients.

TECHNICAL SKILLS:

• Basic Computer Literacy: Ability to use computers for various tasks such as data entry, internet research, and navigating different software programs, such as Microsoft Excel, Word, Outlook, and PowerPoint.
• Call Centre Software: Superior understanding of the complete claims and complaints process and all systems associated with the process.

SOFT SKILLS:

• Excellent Communication Skills: The ability to communicate with team members, customers, and other departments clearly and concisely is crucial. This includes written and verbal communication, as well as active listening skills.
• Interpersonal Skills: Supervisors need to build strong relationships with their team members, fostering a positive and collaborative work environment. This requires empathy, patience, and the ability to build trust.
• Leadership Skills: Motivating, coaching, and developing team members is a core responsibility. Supervisors need to be able to set clear goals, delegate tasks effectively, and provide constructive feedback.
• Problem-Solving Skills: Contact centres deal with a variety of customer issues. Supervisors need to be able to think critically, analyse situations, and develop solutions to complex problems.
• Organisational Skills: Supervisors juggle multiple tasks and responsibilities. Strong organisational skills are essential for prioritising tasks, meeting deadlines, and managing time effectively.
• Decision-Making Skills: Supervisors need to make quick and sound decisions in a fast-paced environment. This requires critical thinking skills and the ability to weigh up all options.
• Stress Management: The Contact Centre can be a high-pressure environment. Supervisors need to be able to manage stress effectively and remain calm under pressure.
• Adaptability: The ability to adapt to change and new situations is essential. Contact centre processes, technology, and customer needs can evolve all the time.

ROLE OVERVIEW

Reporting into the PCH Team Manager, the Team Supervisor will be responsible for supervising a team within a fast-paced claims department where the customer journey is at the heart of everything we do. You will be responsible for managing the workload/output of the team and will be required to influence and motivate your team members to deliver customer excellence within the set service level agreements (SLAs).
As a Team Supervisor, you along with the PCH Specialist, will be the main contact point for your team members, supporting them with customer and process enquiries whilst managing the daily running of the team and supporting them with their customer caseloads.
You will be able to actively lead the team towards excellence through personal demonstration and commitment, in line with company values.

KEY DUTIES

Many responsibilities are interlinked, so for ease are not repeated.

GENERAL DUTIES:

• Prepare reports on team performance, customer satisfaction, and call metrics
• Maintain accurate records and documentation
• Liaise with other departments as required
• Accountability and ownership of the day-to-day questions, queries, and complaints.
• Updating Trackers, Management Information on a daily, weekly, monthly basis with accurate information
• Communicate clear team goals in line with business requirements
• Delegate tasks and set deadlines for daily work completion
• Oversee day-to-day operation maintaining company agreed SLAs
• Monitor team performance and report on metrics where necessary
• Collect feedback and resolve any issues or conflicts
• Act as deputy manager in the absence of your line Manager
• Complete ad hoc requests from key stakeholders within the business
• Identify areas for improvement and implement process changes to enhance system efficiency and boost agent productivity
• Collaborate with IT and other departments to identify and implement technological solutions that streamline processes and improve call resolution rates