International Supervisor (Swedish / Norwegian Speaking)

The main aspects of the role will be:

  • Manage departmental workload by monitoring all bookings, customer requests and contacts – ensuring the team is organised and service delivery is maintained
  • Monitor KPI’s on a daily basis to identify potential areas of improvement and use this information to motivate staff, giving them clear objectives to improve
  • Ensure customer satisfaction and brand reputation are protected by confidently dealing with escalated customer queries
  • Assist with workload in both international and UK departments during peak periods and in line with business needs

This is a key role as we seek to expand our international proposition, requiring someone who is robust and passionate.

Responsibilities will include:

  • Arrange departmental tasks and duties including back office management, distribution of work and assigning agent tasks to ensure efficiency and effectiveness in all areas
  • Co-ordinate the recruitment and on-boarding of new employees, ensuring a smooth transition from induction day through the training period until confident with all aspects of their role
  • Keep all training documents and modules relevant, so the correct processes and procedures are adhered to by all
  • Conduct 1-1 reviews with team members to recognise excellent performance, address any concerns and agree plans for future growth and development
  • Provide knowledge and assist with the implementation of new processes, ensuring the team are comfortable and confident with what is required of them
  • Manage and monitor MI reports to identify key areas for improvement for both individuals and departmental processes
  • Conduct training /coaching sessions to improve existing skills and develop new ones
  • Complete quality checks and call listening requests to ensure correct procedures are being adhered to, whilst also minimising agent errors
  • Deal with all queries that are escalated in a professional manner, ensuring they are resolved quickly to the satisfaction of all parties
  • General administrative duties including; payroll, resource planning and updating internal HR system
  • Organise monthly incentives to help motivate the team and drive performance

What skills do I need to be successful?

  • Fluent in Swedish or Norwegian and English
  • Keen eye for detail
  • Strong decision making and organisational skills
  • Enjoy problem solving and coming up with solutions
  • Ability to multi-task, and work on own initiative making informed decisions within area of responsibility
  • Be a confident communicator and not afraid to ask questions
  • Professional, trustworthy with a positive outlook
  • Self motivated with drive, determination and highly results driven

Part of the interview stages will be a written test will be required and will form part of the interview assessment criteria.

Applications: Close Friday 25th August 2017

Role available: from September 2017

Apply by sending your CV and covering letter to