Customer Care Supervisor

Customer Care Supervisor
Vauxhall, London

Zapp are looking for a passionate customer care leader to join our team. You'll lead and support our agents ensuring we deliver a superior customer experience at all times. We are focussed on going the extra mile for our customers to build a strong customer connection and the highest rates of customer happiness.

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Key Responsibilities:

1. Take ownership of shifts, aiming for 100% customer retention, delegating tasks to Specialists to deliver efficient and effective results.
2. Identify and resolve problems by analysing the root cause, proposing solutions for future interactions.
3. Act as the voice of our customers, diligently providing essential feedback to all key stakeholders to further improve the experience we deliver to our customers.
4. Conduct regular one to ones and coaching/refresher training modules with Specialists to support their development.
5. Look after the team’s wellbeing and attendance, being proactive in raising any flags with the senior leadership and People team.
6. Analysing the Customer Care processes and systems to optimise the Specialists’ workload, aiming at creating a seamless customer experience and scalable policies.
7. Share best practices within the Customer Care team and wider company, to help improve our customer experience.

Requirements:

1. Previous experience as a customer service supervisor or similar in a fast-paced and high-output environment.
2. Prior experience leading a home and office based customer service team is beneficial.
3. Available for shift work (variety of shifts from morning shifts to night shifts and weekends).
4. Ability to use multiple systems and multitask in a fast-paced environment.