CUSTOMER SERVICE SUPERVISOR

Nectar Imports (part of Asahi UK) are the South's leading drinks distributor to the On Trade. Leading with Asahi’s range of Super Premium brands, Nectar will be the leading composite supplier of premium drinks to the Free On Trade in the South of England. Backed up by the best industry service standards you will find, Nectar really do deliver more and have an enviable reputation.

Asahi UK (AUK), part of Asahi Europe & International Ltd, aims to enrich consumer experiences through innovation, high-quality service and an exceptional portfolio of premium beer, ale and cider brands including, Peroni Nastro Azzurro, Asahi Super Dry, Meantime, Fuller’s London Pride and Cornish Orchards. Our aim is to be the leading super premium beer business in the UK, through a brand mix that creates a compelling proposition. At AUK we operate as an end-to-end business unit responsible for sales, marketing, customer operations, production, supply chain and wholesale operations in the UK & Ireland.

​​Customer Service Supervisor

Key Purpose Statement  

Our Customer Service department is looking for a highly motivated and experienced Customer Service Supervisor to join our team. You will be primarily responsible for handling day-to-day customer service operations.  

You should be able to resolve customer queries and complaints professionally. Your strong analytical skills will be helpful in reviewing customer service strategies and in suggesting improvement measures. As a Customer Service Supervisor, you should be able to handle stressful situations. Moreover, you should display a professional behaviour when dealing with customers 

Key Accountabilities 

The Customer Service supervisor is responsible for the following key outputs and accountabilities: 

Team Supervision 

• Plan CSE’s daily, weekly and monthly tasks, ensuring that these are completed within set timeframes and taking into account holidays and unforeseen absences  
• Maximising CSE’s productivity at all times and especially during reduced call periods  
• Ensuring that the team members adhere to the customer service guidelines and company policies   
• Provide coaching and guidance for performance improvement and development; directs and oversees the training of new representatives 

Customer Dealings 

• Provide call overflow support to ensure calls are answered in a timely and effective manner, ensuring a high standard of customer services at all times 
• Take ownership of complex enquiries relieving the CSE’s where possible and effectively handle any customer issues to ensure there is a suitable resolution  

Other 

• Continuously reviewing and developing processes to ensure an effective and efficient procedure at all time times  
• Provide adhoc support where required to the Customer Services Team Manager for any tasks or duties that do not fall under the usual day to day requirements 
• Direct involvement with recruiting and training of new members where applicable 
• Analysing customer service reports and monitoring of KPI performance 

Experience Required 

• Proven experience in a supervisory role, preferably in a customer service environment 
• Strong organisational skills, with the ability to manage schedules and prioritise tasks effectively 
• Ability to work positively in a busy and varied environment 

Key attributes of the successful person 

• Excellent knowledge and experience of all Microsoft Office applications 
• Excellent ability to organise and prioritise workload effectively to meet targets 
• High level of accuracy and tenacity 
• Experience in leading a team 
• Excellent team working skills 
• Good problem-solving skills 
• Excellent communication skills 
• Must have own motorised transport due to rural location 

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs.  We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.