Customer Helpline Supervisor

Your new company Hays are delighted to be recruiting on behalf of a large public sector organisation in Belfast for a Customer Service Supervisor to join a busy operational support function on a temporary basis. This role sits within a fast-paced supply chain and customer support environment, providing an essential service to a wide range of internal and external stakeholders across Northern Ireland.

The position has arisen to provide cover during a period of internal project implementation and organisational change. Your new role As Customer Service Supervisor, you will be responsible for overseeing the day-to-day operation of a customer support team, ensuring high service standards are maintained while supporting the efficient delivery of operational objectives. You will supervise a team of customer service staff, manage workload allocation, monitor performance, and ensure service level targets are achieved.

Key duties will include:
Supervising a team of customer service officers and supporting their ongoing development and performance management. Managing customer queries, complaints and service issues, ensuring timely investigation and resolution. Monitoring operational reports and identifying corrective actions to maintain service delivery standards. Coordinating urgent customer requests and working with operational teams to ensure service commitments are met. Supporting process improvement initiatives, quality assurance activities and internal audit requirements.

Producing and reviewing performance information to support operational decision-making and continuous improvement. Providing support to senior management and deputising when required. This is a full-time position working 37.5 hours per week, Monday to Friday, based in Belfast. What you'll need to succeed To be considered for this position, you should be able to demonstrate: A minimum of 18 months' experience within the last five years in a customer service, operational support, logistics, procurement or similar environment, ideally within a fast-paced and target-driven setting, or equivalent qualification and experience combinations.

Experience supervising staff, coordinating workloads or supporting team performance. Strong communication and stakeholder management skills with the ability to influence and negotiate effectively. Excellent organisational skills and the ability to manage competing priorities in a challenging environment. Proficiency in Microsoft Office, including Excel and Word, with the ability to analyse and manage information. GCSE English and Maths (or equivalent) and either A-Level qualifications, a degree, or relevant experience in line with the role requirements.

What you'll get in return 14.06 per hour Full-time hours, Monday to Friday with no weekend working. Belfast-based role. Immediate opportunity. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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Skills:

Customer Service Customer Support Complaints Handling Administration Benefits: £14.06 per hour