Customer Account Supervisor (English Support)

The ideal candidate will possess a strong desire and passion to lead, coach, and develop others. This includes identifying development areas that will facilitate the progression of advisors and their day-to-day performance. Collaboration is essential, alongside the ability to demonstrate adaptability and a willingness to embrace new tasks within this diverse role.

A comprehensive knowledge of development and Customer Support processes and procedures is highly desirable.

The position is full-time, and the successful applicant will be required to work any four days on a 10 hour shift, between the hours of 07:00 and 08:00 the next day (this may change if needed

• Leading and developing advisors through effective coaching and mentoring.
• Enhancing the customer journey through strategic departmental development.
• Analysing customer feedback and performance metrics to identify areas for enhancement.
• Being an escalation point for Advisors regarding process queries.
• Supporting the ongoing management of the department and collaborating with other teams to ensure seamless operations.
• Fostering a positive team culture that encourages collaboration and high performance
• Extensive attention to detail.
• Proven ability to work on your own initiative and maintain high standards under pressure.
• Excellent written and verbal communication skills, with the ability to interact clearly and concisely with peers and senior management.
• Passion for coaching and developing others.
• Advanced analytical skills to interpret performance data and drive improvements.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Strong problem-solving skills and a customer-centric approach.
• Experience in handling escalated customer inquiries and issues.

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