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Customer Service Supervisor
Job Posted: 11 hours ago
Salary: £ 32,000 - 34,000 / Annum
Job Type: Permanent
Location: EX2, Sowton, Devon
Expire in: a month
Job Description
Customer Services Supervisor – Based Exeter
Basic salary up to £34,000 plus pension scheme, death in service benefit, staff discounts, healthcare cash plan and excellent career progression and ongoing training.
Our client is seeking an experienced Customer Services Supervisor to lead and support a team of customer service advisors.
As a Customer Service Supervisor, you will be responsible for overseeing the daily operations whilst working closely with your colleagues across operations, production sales, marketing, your role is to ensure the smooth collaboration between the customer service team.
Candidate Skills
* You will have proven experience of working in a customer service supervisory role.
* Able to 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
* Support wellbeing and performance within your team in partnership with HR.
* Monitor service levels, ensuring KPIs and Service Levels are consistently 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, and sampling, ensuring that SLAs are met
* 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 requiredBefore You Apply
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