Phone Room/call Centre Supervisor

4 weeks ago

Warwick Farm, Australia Peter Warren Automotive Holdings Full time

**About the Role**

The Customer Consultant Supervisor will be responsible for leading and coaching the front line team to deliver excellent customer service. This role will be part of the call centre team who act as the first point of contact with customers, and manage numerous systems & databases to meet client requests, ensuring quality and call targets are frequently met.

**The role will involve the following**:

- Allocate daily work to the call centre team
- Monitor department KPIs and objectives daily to ensure all tasks are completed
- Support Parts team in dealing with customer enquiries/complaints
- Follow up and communicate with customers where necessary
- Hold regular briefings with the team to communicate actions, strategies, and business performance
- Continuously coach newly onboarded and current employees
- Implement new procedures and provide training as new systems & processes are introduced
- Build and maintain relationships with departments across multiple franchises and locations within the business
- Update and maintain the Parts department work roster when required-Monitor and update the department’s payroll clocking system records
- Liaise with the Parts Managers with relation to KPIs, department priorities/activities and team performance
- Support the Parts Managers with assigned tasks and reporting as required
- Ensure Work Health and Safety is practiced in the workplace in accordance with the relevant standards and company policy
- Certificates in Business (highly regarded but not essential)
- Previous managerial/team-leader work experience in a customer service orientated environment
- Ability to lead, grow and maintain a cohesive and high performing team
- Able to work around KPIs and meet set objectives
- Ability to multi-task in a fast-paced environment
- Experience handling high volumes of customer enquiries and targets
- Exceptional communication skills both in writing and oral
- Strong computer literacy including internet and other social media outlet
- Ability to work autonomously but also work effectively within a team

**What we offer**:

- The opportunity to work in a well established company with an excellent reputation for customer service
- Discounts with Samsung
- A dynamic and friendly work environment
- Career opportunities that only come with working within one of the largest automotive companies

**Why Peter Warren?**

The Peter Warren Group, one of Australia’s largest multi-franchise motor dealer groups. With over 1,700 employees throughout NSW, QLD and VIC, we are focused on growing and developing a career path for all our employees.

We pride ourselves on our commitment to the highest levels of customer service and seek to recruit those with a professional attitude and similar ethic. We are committed to building an environment where everyone feels appreciated, valued, and able to reach their full potential.

At Peter Warren, we are passionate about diversity and inclusion. Our values and the way we behave are important to us. We have a working environment where we value and respect every individual’s unique contribution, supporting our colleagues to thrive and achieve their full potential.

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