Customer Service Supervisor

Salary – £33 to £35k

We will review and respond to applicants after a two week period

We're looking for an experienced Customer Service Supervisor to assist the day-to-day operation of our Customer Service team. Working closely with the Head of Customer Service, and the Team Leader. You will help deliver excellent service to our B2B and B2C customers while coaching and assisting a team of Customer Service Advisors.

Original Style is a leading UK manufacturer and distributor of premium ceramic tiles, supplying both trade and retail customers across the UK and internationally. We are passionate about quality, innovation and delivering outstanding customer service.

• Supervise and support the Customer Service team.
• Coach and develop team members.
• Monitor service levels and team performance.
• Handle escalated customer enquiries and complaints.
• Work closely with all internal departments to ensure a seamless customer experience.
• Drive continuous improvement initiatives and support the implementation of new systems.

• Previous customer service supervisory experience.
• Experience in a B2B and/or B2C environment.
• Strong communication and people skills.
• Good problem-solving and organisational skills.
• Able to prioritise and work well in a busy environment.

When you join our team, you're becoming part of a friendly, creative community passionate about design and exceptional customer service. Along with the opportunity to work with stunning products and inspiring customers, we offer:

• Company Pension Plan
• Ongoing Training
• Recognition for Long Service
• Employee Discounts
• Medicash Healthcare Cashplan (including shopping, travel and gym discounts)

The Customer Service Supervisor is responsible for supporting the day-to-day operation of the Customer Service Team, ensuring a professional, efficient and consistent service across all customer channels, including UK Distribution, Export, US Distribution, Retail, e-commerce and Designworks.

Working closely with the Customer Service Team Leader and key stakeholders across the business, the role provides operational leadership, supports team development, maintains service standards, manages escalated customer enquiries and contributes to continuous improvement across Customer Service operations.

• Support the day-to-day management and organisation of the Customer Service team.
• Work closely with the Customer Service Team Leader to ensure effective workload management, team support and delivery of service standards.
• Coach and support Customer Service Advisors, encouraging engagement, accountability and high performance.
• Support recruitment, induction, training and ongoing development of team members.
• Oversee resource needs, service delivery and escalation.
• Promote a positive team culture focused on collaboration and continuous improvement.

• Ensure consistent delivery of excellent customer service across all routes to market.
• Support the management of customer enquiries, orders and requests, ensuring timely and effective resolution.
• Manage escalated customer enquiries and complaints, providing appropriate investigation, communication and resolution.
• Support complex order management, product availability and operational queries.
• Ensure customer communications are accurate, timely and aligned with Company standards.

• Monitor customer service performance, service levels and key performance indicators.
• Produce and review customer service reports, identifying trends and opportunities for improvement.