Customer Service Supervisor

Our client, a fast-growing and internationally focused organisation, is seeking an enthusiastic and driven Customer Service Supervisor to lead a high-performing customer service team within a fast-paced B2B environment. This is an exciting opportunity for a passionate people leader to drive operational excellence, enhance customer experience, and support continued business growth.

Job Role

Reporting into the Customer Service leadership team, the Customer Service Supervisor will be responsible for leading, motivating, and developing a customer service function focused on delivering exceptional service standards across multiple customer channels. You will play a key role in managing team performance, improving operational processes, and ensuring a seamless customer journey.

This role is ideal for an experienced customer service professional with strong leadership skills who thrives in a fast-moving and collaborative environment.

Responsibilities

• Lead, coach, and develop a customer service team to deliver high levels of customer satisfaction.
• Monitor team performance, providing regular feedback, support, and development.
• Manage team scheduling and resource planning to ensure operational efficiency.
• Promote a positive, collaborative, and customer-focused culture across the department.
• Handle escalated customer queries and resolve issues professionally and efficiently.
• Analyse KPIs and customer data to identify trends and improvement opportunities.
• Produce reports and insights to support operational and strategic decision-making.
• Support order management processes, ensuring accuracy and smooth customer delivery.
• Work cross-functionally with internal departments to improve communication and service delivery.
• Drive continuous improvement initiatives to enhance customer experience and operational performance.
• Support onboarding and training activities for new team members.

Personal Profile

• Previous experience within a B2B customer service environment.
• Experience leading, supervising, or mentoring customer service teams.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Excellent communication skills, both written and verbal.
• Customer-focused mindset with a passion for delivering exceptional service.
• Strong problem-solving skills with the ability to handle escalated issues confidently.
• Good analytical skills with experience interpreting KPIs and performance data.
• Proficient in Microsoft Office and ERP/CRM systems such as SAP.
• Positive, adaptable, and able to thrive in a fast-paced environment.

Ref Code: W013282

To apply, please e-mail in strict confidence, with a comprehensive CV, including salary details, quoting the above reference and for the attention of Jon Hemming-Nash.

Due to a high volume of responses, we cannot reply to each application individually. If you have not had a response within one week, we are sorry to say your application has not been successful on this occasion.