Customer Service Supervisor

Customer Service Supervisor We are looking for a proactive and organised Customer Service Supervisor to lead our post‑sales support department.

This is a hands‑on “working lead” role where you will set the standard for excellent service through your own case handling while supporting and coaching the team.

Join a premium brand in the home improvement sector, supplying high‑quality internal and external glazing solutions to both retail and trade customers.

• Dual-Action Support:
  Manage your own daily customer emails and calls while supervising, training, and coaching team members.
• Case Management:
  Create and manage cases in the CRM to track all enquiries, complaints, and resolutions.
• Order Processing:
  Handle orders for replacement parts accurately and efficiently (no sales involved).
• Supplier Liaison:
  Work with suppliers to arrange replacements, resolve issues, and process product claims.
• Monthly Reporting:
  Prepare and submit performance reports for both the department and suppliers.
• Continuous Improvement:
  Identify internal and external issues, propose solutions, and collaborate with other departments to enhance processes.
• Systems Management:
  Update and maintain Sage, Magento, and other internal systems.

• Experience:
  
  Several years’ experience in customer service.
• Ideal for someone stepping into a supervisory role or a current supervisor seeking a new challenge.
• Good Problem Solver:
  Able to investigate cases thoroughly, gathering facts, images, and videos to reach balanced resolutions.
• Technical Aptitude:
  Experience with technical product queries is beneficial, but full training will be provided.
• Strong Organisation:
  Able to manage your own caseload while supporting others.
• Excellent Communication:
  Clear and confident verbal and written communication skills.

• Early finish every Friday
• No weekend work