Basic salary c£34,000 plus excellent benefits, pension scheme, death in service benefit, staff discounts, healthcare, and excellent career progression and ongoing training.
As a Customer Service Supervisor, you will have experience of working in a Customer Service Supervisory or Team Leader role and primarily be responsible for overseeing the daily operations of a customer services team of ten.
As a Customer Service Supervisor, you will be responsible for liaising with various departments across operations, production, sales, and marketing to ensure the smooth collaboration between the customer service team.
Candidate Skills
* Able to demonstrate, lead, coach and support a team of customer service advisors
* A strong grasp of both working in a B2B and B2C service environment
* Excellent communication skills, written and spoken
* Experience of supervising a customer service team
* Lead, coach, and develop a motivated customer services team.
* Good people management skills.
* Confident problem-solving and analytical approach.
* Able to work under pressure and manage priorities.
* Working knowledge of CRM systems and service performance metrics.
Duties
* You will support the wellbeing and performance within your team in partnership with HR.
* Monitor service levels, ensuring KPIs and Service Levels are met.
* Handle escalated customer queries, balancing B2B and B2C needs.
* Oversee sampling, displays and bespoke/custom order requests.
* Contribute to continuous improvement projects, including system upgrades (ERP, CRM, telephony, Omni channel platforms)
* Monitor Service Level agreements and KPI’s orders.
* Monitor, rack and report on response times, accuracy, delivery timelines, and satisfaction trends.
* Escalate service gaps or risks and coordinate solutions with management and other departments.
* Ensure prompt and effective handling of customer enquiries and complaints.
* Supervise sampling, displays and bespoke/custom order requests.
* Oversee international service operations and adapt solutions to market-specific requirements.
* Manage bespoke item requests with design, purchasing, and production
* Provide timely support to sales, orders, and service processes.
* Assist with design service requests, including CAD coordination when required