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Customer Service Weekend Supervisor

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Date: 03-Nov-2021

Location: High Wycombe, GB

Company: Hovis

Welcome to Hovis. We are the proud guardians of over 130 years of baking experience that make up our iconic and much-loved brand. We produce bread and bakery products created with Hovis goodness at the heart of each. We deliver around 1.3million loaves, every day of the week throughout the UK and Ireland, where we also make Mothers Pride and Ormo products. 

 

We are 2,800 people working within 8 bakeries, 1 flour mill, and 2 regional distribution centres across the UK. Our success is a result of the hard work of our people;  they are experts in their field whether it’s baking, manufacturing, logistics, engineering, or the many departments within the central functions team based in our head office in High Wycombe. We are a values-led business and expect our colleagues to live, breathe, and embed Quality, Accountability, and Trust into their ways of working.

The role:

 

A fantastic opportunity has arisen for Weekend Supervisor to join the Hovis Customer Service Team, to enable Hovis to deliver on its vision of being the best quality brand in bakery. We are looking for an individual that support the delivery of business strategy through maximising the organisation's capability and resource and ensuring quality is at the heart of everything we do.

 

In this role you will:-

 

Provide an exceptional customer and consumer experience through effectively leading, coaching and developing a team of Agents handling phone contacts and on-line media channels.

 

You will work collaboratively with internal and external customers to resolve their enquiries in a skillful and professional manner ensuring a timely and qualitative resolution.

 

You will identify skill gaps for individuals and the team and take the required action to ensure the team delivers and exceeds their targets and KPI’s.

 

The team will operate 7 days per week based in High Wycombe for 5 days and with home working at the weekend.  This role will focus on peak days and Weekends (Fri to Tue).

 

Team Development  - Proactively overcome quality issues through coaching and training activities. 

Weekend Escalations

 

Escalation Point for Customer and Consumer Complaints / Enquiries 

 

Planning & Organisation - Plan and prioritise to complete all work to agreed timescales and manage the team’s workflow and staffing levels with a real focus on managing the Consumer weekend workload.

 

Order Processing - The team is responsible for accurate data entry and interpretation of customer orders received via telephone and e-mail.  Management of the daily order cut-off process.  The supervisor will ensure that all daily tasks are completed.

 

Customer & Consumer Queries - The team will provide professional first line response to customer (store) and consumer queries, concerns and complaints around deliveries, the subsequent outbound calls to customers and Hovis sites to conclude the query and maintain the Hovis CRM system.  You will be the first point of escalation.

 

KPI  / Customer Reporting - Responsibility for the Quality and Accuracy of the Customer Service Level Reports and internal KPI reports produced by the team.

 

The ideal candidate will be one that is passionate not only about the work they do but the brand they work for, takes ownership of what they do, and is able to influence multiple stakeholders in the right way. They will also be able to focus individuals on specific tasks and behaviours, by bringing a positive, encouraging and consistent behaviour and are able to create a compelling story for the future as well as role model the Hovis Leadership Standards.


 

Ideal Experiences / Qualifications / Capabilities:

 

  • Educated to GCSE/O’Level standard including Maths and English 

  • Confident telephone manner, including good communication and listening skills 

  • Ability to deal calmly and professionally with challenging calls 

  • Computer literate and preferable experienced in using Vodafone Storm

  • Accurate in data capture and interpretation

  • Exceptional grammar and letter writing skills

  • Proven track record of leading and managing a team

  • Experience of working in a customer focussed call centre environment

  • Weekend and Bank holiday working (other than Christmas Day)

  • Ability to handle Crisis situations with a calm and logical approach

  • Be able to work independently and multi task

  • Strong organisational and prioritising skills

  • Ability to develop great relationships with customers and consumers

  • Experience in FMCG – ideally manufacturing and food

 

Desirable:

 

  • Experience in FMCG – ideally manufacturing and food

  • Experience  in leading a Team at Supervisor or Team Leader level

Why work for us and our benefits:

At Hovis, we understand the importance of looking after our colleagues, so we provide a variety of benefits in addition to their salaries. The benefits we provide at Hovis are as varied as the people who receive them but they are offered with the intention of creating value to them personally over and above their salaries

  • There is a range of colleague benefits available, which individuals can select based on their needs.

  • Our benefits scheme is called Hovis Choice, which offers a variety of savings and cashback offers on day to day living and much more including eyecare vouchers, and a healthcare scheme to suit everyone.  It also includes our Cycle to Work scheme where you can obtain a brand new bike at a significant saving

  • We offer competitive annual leave entitlement and flexibility where possible in order to create a healthy work-life balance

  • We celebrate loyalty with our generous long service and colleague recognition schemes

  • We offer three levels of pensions

Hovis values diversity and is committed to promoting equal opportunities in the workplace. Every job applicant, employee or worker will be treated fairly and equally with dignity and respect regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, social class, nationality, ethnic or national origin, religious belief, union membership, political opinion, sex, sexual orientation or any other protected characteristic.