JOB TITLE: Supervisor - Call Centre

COMPANY: IMG / Global Response

SALARY: £35,000 - £40,000 per annum plus benefits

LOCATION: Cardiff (Option to work in a hybrid or remote capacity).

Hours: part of the 24/7 team working to include nights and weekends.

IMG - Global Response provides 24/7 assistance to policy holders and corporate clients all around the world. This includes medical assistance and devices, roadside assistance, claims handling services but to name a few.

Our aim is to ‘be there’ for our customers, in routine times and the worst times. This is a fast-paced environment with no case ever the same.

You will also be required to be part of the on-call rotation.

Job Summary:

• To support and assist the Operations Manager for all aspects of service delivery within the Contact Centre.
• Resolve customer complaints and/or any type of service issues as a priority
• Support the team leaders with training needs for the team
• Assist and support employees with decision making or handling resolution.
• To encourage and promote efficiency and quality performance in all aspects of our service delivery
• Take ownership for and see through to conclusion allocated processes and functions to ensure standards of Customer Service excellence are met
• To meet contract client SLA’s
• To meet agreed objectives and to define and meet KPI’s
• To supervise staff in their day to day, listen to phone calls, review cases and activity reports to ensure compliance with company procedures and standards at all times
• To proactively identify service gaps, process issues or any risks and take action to improve and resolve directly or via escalation to area Manager
• To supervise staff performance and productivity; ensuring their adherence to training, company protocols and client expectations
• To coach staff in their day to day, providing them with feedback and monitoring their improvement. To support training development and delivery when required.
• To work in a professional manner at all times
• To work as part of the collaborative Global Response Management team and to promote the company ethos and standards at all times

You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential.

If this sounds like the role for you, apply now and one of our advisors will be in touch to discuss the position and next steps.

What are you waiting for? We can’t wait to meet you!

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

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