CSC Supervisor

Customer Service Centre Supervisor

Are you an experienced helpdesk or scheduling professional ready to step into a leadership role where pace, performance, and accountability matter?

We're recruiting on behalf of a rapidly expanding, high-growth commercial services business operating within a reactive, fast-moving environment. This is a pivotal supervisory role at the heart of operations — ideal for someone who thrives under pressure, leads from the front, and takes pride in delivering exceptional service.

As Customer Service Centre Supervisor, you'll take ownership of the day-to-day running of a busy service desk, ensuring jobs are scheduled efficiently, SLAs are met, and clients receive proactive, professional communication at every stage.

You'll be hands-on, commercially aware, and confident making real-time decisions that protect performance and client relationships.

• Lead and supervise a team of Customer Service Coordinators
• Oversee scheduling and resource allocation, balancing priority, location, emergency response, and SLA commitments
• Ensure the right field operative is assigned to the right job first time
• Act as the operational escalation point for service issues, complaints, and system challenges
• Maintain accurate job data and system integrity (CRM/KPI reporting/Power BI oversight)
• Monitor plan queues, replan pipelines, SLAs, and commercial risk areas
• Deliver KPI reviews, run team meetings, and drive continuous improvement
• Support financial controls including invoice queries, payroll discrepancies, and cost reviews
• Manage call-out rotas and out-of-hours planning
• Work one out-of-hours shift every eight weeks to maintain consistency and team engagement
• Attend client meetings and confidently present service performance data

• Strong background in helpdesk, scheduling, or reactive service environments
• Previous supervisory or team leadership experience
• Confident communicator, able to manage clients and internal stakeholders
• Commercially aware with strong organisational skills
• Resilient, proactive, and solutions-driven
• Comfortable working in a fast-paced, high-pressure setting

• Salary: £35,000 - £38,500
• Clear progression opportunities within a growing business
• High-impact role with real operational influence
• Supportive leadership team and performance-driven culture

If you're ready to take ownership, drive performance, and grow with a business that's scaling quickly, we'd love to hear from you