Customer Service & Operations Supervisor (6 months contract)

Here at Beryl we have a clear vision... to build a better world by getting more people in cities on bikes. Our aim is to be the UK's leading micro-mobility company, delivering financially sustainable shared schemes to UK communities. We care about safety, the environment, and beautiful design.

Headed up by Emily Brooke, the British inventor and entrepreneur known for developing the Beryl (formerly Blaze) Laserlights used for Santander Cycles, our Head Office space is based in Cambridge Heath in East London, and is the creative hub of the Brand. It is here that critical product design decisions are made, supported by a best-in-class Tech Dev Department.

Teams which support the infrastructure of the business also play a key role in our success, from Operations, Finance and People, to Business Development, Sales and Marketing. Our network of bike workshops are strategically positioned to support our local markets, all underpinned by a dedicated customer service team...

Beryl is growing...fast...and now is the most exciting time to join our team.

THE ROLE:

Responsibilities:

  • Responding to our customers via Intercom live chat, telephone and email in a polite, courteous manner - always going the extra mile to resolve their question, problem or concern
  • Day to Day team management of a team up to 10 staff - taking shift responsibility
  • Training and supervision of new teammates
  • Ensure team follows processes and works according to kpi's
  • Feedback sessions with Control Room Manager
  • Monitoring of scheme health dashboards
  • Triaging any technical issues and escalating them if necessary
  • Planning daily schedules and operational tasks for the team
  • Suggesting feature improvements for our products based on the interactions you’re having with customers
  • Work with other departments on the development of our systems and schemes

We need someone who:

  • Has minimum 3 years of customer support or operational experience
  • Has 1-3 years of team supervision/management experience
  • Works together with the other Team Supervisors and the Control Room Manager to improve processes and team performance
  • Can communicate confidently and courteously, both written and over the phone
  • Is able to juggle and prioritise lots of different tasks in a fast-paced environment
  • Is a fast learner and can understand our technology quickly
  • Is able to learn and follow processes
  • Has excellent attention to detail

Benefits: 

  • Enhanced parental leave
  • Online perks and discounts
  • Cycle to work scheme
  • Family and friends product discounts


Please note; this role is shift-based, our hours of operation are 6am-9.30pm from Monday to Sunday. Each shift is 10 hours long and you will work 4 days every week, having 3 days off. This means some weekend work, and either an early, daytime or late shift (this will rotate) are involved.

The job is a fixed-term contract for 6 months (possibility to become permanent).

Diversity

At Beryl, we are proud to be an equal opportunity employer. All candidates will be fairly reviewed for the role without regard to race, religion, sexuality, age, disability, gender identity, nationality, or any other protected status. 

While upholding the Equalities Act we are committed to continuing to improve our workplace culture and environment. To make sure we are supporting all staff, we have two mental health first aiders and take care to look out for one another. We value employees from diverse backgrounds and family arrangements and have flexible working policies that support our staff in balancing their personal and work lives.

Or, know someone who would be a perfect fit? Let them know!

London HQ

244-254 Cambridge Heath Rd
E2 9DA London Directions info@beryl.cc 020 3196 5244 View page

Working at Beryl

We've worked hard to make our culture one that is positive, relaxed, and incredibly hardworking. We put a real emphasis on growth and personal development, and we encourage learning at every opportunity. 

We understand that there is life outside of Beryl, and we fully support this with flexible working, time off for volunteering and other commitments, and an enhanced parental leave scheme. We celebrate all of our wins, personal and professional.

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