Hiring and Sponsoring Customer service supervisors (SOC Code 7220)

Customer Service Supervisors, classified under SOC Code 7220, play a vital role in enhancing customer satisfaction and service delivery within organizations. 

• Primary Responsibilities:
  • Supervise and Coordinate: Directly manage the activities of help and advisory services to ensure effective support for customers and users.
  • Client Liaison: Serve as the main point of contact for clients, addressing more complex or sensitive complaints and queries.
  • Training Development: Design and implement training programs to enhance team skills and knowledge.
  • Schedule Management: Establish and monitor work schedules to align with organizational needs and ensure efficient service delivery.
  • Feedback Integration: Collaborate with management to discuss customer feedback, aiming to improve products or services and resolve operational challenges.

With the growing emphasis on customer experience, the demand for proficient customer service supervisors is steadily increasing across various sectors. This guide will assist HR professionals in understanding the process of hiring and sponsoring customer service supervisors under the UK’s immigration system.

What is SOC Code 3411 for Customer service supervisors?

SOC Code 7220 refers to customer service supervisors who oversee and coordinate the activities of help and advisory services to support customers and users. Their responsibilities can include:

• Supervising teams: Leading and managing customer service representatives to ensure efficient operations.
• Handling complex queries: Addressing complicated or sensitive complaints to provide effective resolutions.
• Training development: Creating and implementing training programs for team members to enhance their skills and knowledge.
• Monitoring schedules: Establishing and overseeing work schedules to align with the organization’s operational needs.
• Collaborating with management: Discussing customer feedback with management to identify areas for improvement in products or services.
• Resolving operational issues: Working proactively to address and resolve any operational problems that may arise in customer service.

Customer service supervisors play a vital role in enhancing customer experiences, ensuring satisfaction, and driving the continuous improvement of service delivery within the organization.

Eligibility to Hire Customer service supervisors (SOC Code 3411)

1. Job Requirements

Customer Service Supervisors must demonstrate strong leadership and interpersonal skills, as well as a commitment to excellence in customer service. Candidates should meet the following qualifications or experience criteria:

• Supervisory Experience: Previous experience in a supervisory role within customer service, demonstrating the ability to lead and motivate a team effectively.
• Customer Interaction: Proven track record of handling complex customer complaints or queries, showcasing strong problem-solving and conflict resolution skills.
• Training Development: Experience in developing and implementing training programs for staff, ensuring that all team members are equipped with the necessary skills to provide excellent service.
• Scheduling and Coordination: Ability to establish and monitor work schedules that align with organizational requirements and ensure optimal service delivery.
• Communication Skills: Exceptional verbal and written communication skills to liaise with clients, address issues, and report findings or improvements to management.
• Analytical Skills: Capability to analyze customer responses and feedback to identify areas for enhancement in products or services.

Ensure the job description aligns with SOC Code 7220 and that the candidate's experience and skills meet the expectations for the role.

1. Salary Thresholds
2. Use the Minimum Salary Calculator to ensure your salary offer meets immigration requirements.

Sponsoring Customer service supervisors: A Step-by-Step Guide for HR Professionals

Once you’ve confirmed that the role and candidate meet the eligibility requirements, follow this step-by-step guide to sponsoring Customer service supervisors under SOC Code 7220.

Step 1: Obtain a Sponsor Licence

Before hiring non-UK Customer service supervisors, your company or institution must obtain a sponsor licence. This licence enables you to legally sponsor overseas Customer service supervisors under the Skilled Worker Visa program.

• Sponsor Licence Application: Submit documentation proving that your business is legitimate and has a genuine vacancy. Visit the sponsor licence application guide for more information. 
• Sponsor Licence Fees: Small businesses typically pay £574, while larger institutions pay £1,579. For more information, visit the sponsor licence fees guide. 
• Processing Time: Applications typically take up to 8 weeks, but using the Sponsor Licence Priority Service can reduce the processing time to 10 working days.

Once your sponsor licence is approved, you will receive a sponsor licence number, which allows you to assign Certificates of Sponsorship (CoS).

Step 2: Assign a Certificate of Sponsorship (CoS)

Once you have your sponsor licence, the next step is to assign a CoS to the Customer service supervisors. This document provides key details about the job and the individual being sponsored.

• Defined vs Undefined CoS: Use a Defined CoS for Customer service supervisors applying from outside the UK, and an Undefined CoS for those already in the UK. Learn more in the Defined & Undefined Certificates of Sponsorship guide. 
• Required Documents: Provide details such as the Customer service supervisors’s portfolio, passport and job offer. Refer to Documents Required for Certificate of Sponsorship for a full list of necessary documents.

Step 3: Apply for the Skilled Worker Visa

Once the CoS is issued, the Customer service supervisors can apply for the Skilled Worker Visa.

• Visa Fees: Fees vary depending on the role and visa length—use the visa fees calculator to estimate the costs. 
• Immigration Skills Charge: Employers are required to pay this charge as part of sponsoring non-UK workers. This is separate from visa fees.

Conducting a Right to Work Check for Customer service supervisors

Before the Customer service supervisors begins working, you must conduct a right to work check to ensure they are legally allowed to work in the UK.

• Manual Right to Work Check: Verify original documents such as the Customer service supervisors’s passport and visa. 
• Online Right to Work Check: If the Customer service supervisors holds an eVisa, you can use the UK government’s online system to verify their right-to-work status.

For more details on how to perform these checks, see the right to work check guide.

Post-Hiring Responsibilities and Compliance

1. Record-Keeping and Reporting  
2. • Record-Keeping: Maintain accurate and up-to-date records of the Customer service supervisors’s employment details, salary and contact information. 
   • Reporting Changes: Report any significant changes to the Customer service supervisors’s role—such as promotions or salary increases—via the Sponsor Management System (SMS).
3. Sponsor Licence Duties and Compliance
4. Failure to comply with your sponsor licence duties can result in penalties or sponsor licence revocation, impacting your ability to sponsor future Customer service supervisorss.

How Borderless Can Help with Sponsoring Customer service supervisors

Sponsoring Customer service supervisors under SOC Code 7220 can be a complex process, but Borderless can simplify it for you. We offer comprehensive support to help you manage the entire sponsorship process.

End-to-End Sponsorship Support

At Borderless, we assist with:

• Sponsor Licence Application: Guiding you through the application process and ensuring all required documents are submitted correctly. 
• Certificate of Sponsorship Assignment: Streamlining the CoS process to make hiring easier. 
• Compliance Management: Helping you stay compliant with immigration laws to avoid penalties.

If you need assistance with hiring or sponsoring Customer service supervisors, get in touch for personalised support.

Conclusion

Hiring and sponsoring Customer service supervisors under SOC Code 7220 can be a rewarding way to enrich the cultural landscape of your organisation. By following the steps outlined in this guide, you can successfully navigate the sponsorship process while ensuring compliance with UK immigration laws.

For further guidance, Borderless is ready to assist you with all your sponsorship needs. Contact us for expert advice.