Customer Service Supervisor

Job Summary

The Supervisor plays a key role in delivering outstanding customer care and ensuring customer satisfaction across all touchpoints.

This is an active, hands-on supervisory position, meaning the Supervisor will regularly handle and quality control customer phone calls, work on the customer service helpdesk, and support daily operational tasks alongside the team.

The role oversees day-to-day customer service operations, supports team performance, and acts as a point of escalation for complex queries or complaints. As a frontline representative of the business, the Supervisor helps maintain high service standards, ensures processes are followed, and upholds the company's reputation at all times.

Duties

Customer Support & Service Quality

• Actively handle customer interactions, including phone calls, emails, and helpdesk tickets, ensuring all communication is professional, prompt, and aligned with company policies and the SOP documents.
• Support the helpdesk operation by assisting with daily workload, resolving customer issues, and ensuring accurate information is provided.
• Oversee the handling of queries, ensuring timely responses and high-quality resolutions.
• Manage and resolve escalated complaints effectively, ensuring follow-up and customer satisfaction.
• Maintain accurate customer records and update account information, ensuring issues are fully resolved.
• Uphold a consistent, professional tone of voice aligned with company ethos, treating all customers fairly and with dignity.

Team Leadership & Performance Management

• Work alongside the team while supporting them in achieving their daily performance targets through coaching, feedback, and ongoing development.
• Provide regular feedback to colleagues and line managers regarding performance, service issues, and improvement opportunities.
• Assist with training, mentoring, and transferring skills to other employees to enhance team capability.
• Carry out regular 1-to-1 meetings, setting personal and team objectives, and identifying development areas.

Operational Duties

• Monitor compliance with company procedures and ensure the team stays up-to-date with product knowledge and organisational policies.
• Identify, escalate, and support in resolving issues affecting the team, internal processes, or service delivery.
• Liaise effectively with all departments to help achieve company objectives and maintain smooth workflow.
• Update the line manager on outstanding or uncompleted tasks as required.
• Manage all team admin, including rotas, holiday and sickness.

Reception & Facility Responsibilities

• Cover the reception desk lunches on a rota basis, ensuring all visitors sign in according to fire and safety regulations.

Qualifications

Essential Skills & Experience

• Proven customer service experience.
• Strong verbal and written communication skills, reflecting patience, empathy, and active listening.
• Good personal organisation and time management abilities.
• Effective problem-solving skills with strong attention to detail.
• Ability to remain calm, focused, and objective, detaching from customer emotion when needed.
• Basic IT skills; familiarity with Freshdesk is an advantage.
• Ability to work independently or collaboratively within a team.
• Comfortable performing repetitive tasks while maintaining high accuracy and professionalism.
• Self-motivated, proactive, and flexible in approach.

Leadership & Interpersonal Skills

• Strong team-building and relationship-building skills with internal and external stakeholders.
• Ability to mentor, coach, and train colleagues.
• Commitment to continuous learning and personal development.

Job Types: Full-time, Permanent

Pay: £30,056.32 per year

Benefits:

• Cycle to work scheme
• Employee discount
• Free flu jabs
• On-site gym
• On-site parking
• Private medical insurance

Work Location: In person