CPA Recruitment

Food Enquiries Supervisor

£25,000 to £30,000
11 May 2018
18 May 2018
Business Sector
Food Manufacturing
Contract Type

Food Enquiries Manager



The role

Reporting to the Enquiry Handling Manager, you will assist with the management, motivation and support of a new team of Enquiry handlers, driving measurable improvements to ensure that the departmental KPI targets are met together with delivering excellent customer service standards.

Duties and responsibilities:

  • Lead & organise the daily activities of the Enquiry Handling Team to ensure the provision of excellent customer service to our clients whilst making sure that the daily activities are carried out in a timely & efficient manner contributing to the achievement of the departmental performance targets
  • Liaise with the Enquiry Handling Manager to ensure SLA’s & KPI’s are being met and improved in line with the departmental targets, encourage innovative ideas to identify & implement service improvements
  • Assist with the recruitment, initial & ongoing training of the Enquiry Handling Co-Ordinators
  • Ownership of enquiries from start to finish. Logging of client enquiries onto System. Liaise internally and externally to ensure that adequate and appropriate responses are provided to clients within a timely manner, to their satisfaction and to the satisfaction of the business ensuring a first-class client experience at every interaction
  • Provide support to all relevant departments in support of the business processes
  • Management of complaints from initial inception working with the Quality Co-Ordinator through to closure

Qualifications and competencies

  • Degree in relevant, related food science/technology subject or equivalent professional experience
  • Experience of working within a science, technology or professional services environment in a multi-channel client service / experience role
  • Experience of people management desirable, but not essential
  • Experience of managing change including the implementation of processes and procedures
  • Ability to communicate internally & externally at all levels
  • Ability to assess and understand client’s needs to fulfil their requirements
  • Ability to manage time & prioritise work to achieve goals
  • Ability to work on own initiative and motivate a team to ensure delivery of KPI targets
  • Commercial awareness gained through working in a commercial environment
  • Excellent telephone techniques and listening skills
  • Computer skills including MS Office

To apply please send a CV to Lesa Lynch

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