Customer Service Supervisor

Job Title: Customer Service LeadLocation: UK (Office-Based)Salary: Up to £31,000 + BenefitsAbout the Role:We are supporting a leading European organisation within the reusable packaging and fresh supply chain industry in their search for a Customer Service Lead. The company operates a vast network across 25 countries and is continuing to expand within the UK market, supplying reusable trays and logistics solutions to producers, retailers, processors and transportation partners.In this role, you will be responsible for leading the Customer Service Team, ensuring all processes run efficiently, accurately and in line with company standards. You will oversee team performance, training, and development, act as the first escalation point for complex queries, and support the wider business with reporting and data analysis. Alongside leadership responsibilities, you will also play a hands-on role in day-to-day customer service activities.This position is ideal for an experienced Customer Service professional with strong leadership skills and a background in administration, operations or supply chain environments.Key Responsibilities:Team Leadership & CoordinationLead and support the Customer Service Team on a day-to-day basisPlan team workloads and resources to ensure all tasks and small projects are completedCoordinate cover for holidays and absencesAct as the first escalation point for complex queries or complaintsMonitor, follow up and report on departmental KPIs and SLAsLead departmental projects and continuous improvement initiativesTrain, coach and develop team members, maintaining accurate training recordsSupport the documentation of processes, procedures and internal instructionsCustomer Service OperationsAct as a main point of contact for customers via phone and emailHandle and resolve customer complaints, ensuring accurate follow-up and recordingSupport customer onboarding and account creation in SAP, including credit checks, document signing and trainingManage customer accounts and permissions within SAP, ensuring correct pricing and configurationProcess blocked orders, reviewing orders daily and communicating with customers regarding pending payments/creditsComplete supplier-to-retailer transactions accurately and on timeInvestigate and resolve transaction disputes and account issues, including invoicing and order discrepanciesComplete administrative tasks to support customers and internal teamsCarry out general office management duties as requiredReporting & AnalysisSummarise and report on customer complaints and activitiesCreate and maintain departmental reports and documentation using ExcelMaintain and update all Excel-based tools used within Customer ServiceAnalyse data to support complex customer queries and internal reporting needsKey Skills and Experience:Strong verbal and written communication skillsProficient in Microsoft Office with advanced Excel skillsMinimum 2 years’ leadership/supervisory experienceMinimum 2 years’ customer service or administrative experienceLogistics or supply chain experience (desirable)SAP experience (desirable)Competencies:Strong leadership and team-management abilityAble to perform under pressure and manage conflicting prioritiesCustomer-focused with a proactive approachAnalytical mindset with strong attention to detailWhat Our Client Offers:Monday–Friday, 08:30–17:00 (bank holiday working required)25 days holiday + birthday off4% employer pension contributionPrivate medical insuranceLife assurance (4× salary)Employee discounts programmeEmployee Assistance Programme (EAP) offering mental health, financial and legal support