Customer Service Supervisor

Telford

Permanent

£27,000 - £30,000 Depending on experience

Monday-to-Friday 8am - 4pm or 9am - 5pm

We are recruiting for a Customer Service Supervisor to join a growing business and play a key role in supporting the daily operation of a busy customer service department. This is an excellent opportunity for an experienced customer service professional who is ready to take the next step into a supervisory role or further develop their existing leadership experience.

Working closely with the Operations Manager, you will provide day-to-day guidance and support to the Customer Service team, act as an escalation point for complex customer enquiries, and help ensure a consistently high standard of service is delivered across all customer interactions.

• Provide daily supervision, guidance, and support to the Customer Service team.
• Act as the first point of contact for team members requiring assistance with customer queries, complaints, or processes.
• Take ownership of escalated customer issues and support fair, effective resolutions.
• Monitor team performance and identify training and development opportunities.
• Coach and mentor team members to improve confidence, knowledge, and service delivery.
• Ensure key business updates and process changes are communicated clearly.
• Lead by example, promoting a positive and customer-focused team culture.

• Respond to customer enquiries via phone, email, CRM systems, and social media.
• Handle complex or sensitive customer complaints professionally and efficiently.
• Provide accurate product and service information.
• Deliver tailored solutions that meet individual customer needs.
• Maintain accurate customer records and interaction histories within CRM systems.

• Assist with the day-to-day running of the department.
• Help prioritise workloads to ensure service levels and response times are maintained.
• Monitor quality standards and provide constructive feedback to team members.
• Analyse customer service trends and contribute to reporting activities.
• Identify opportunities to improve processes and enhance the customer experience.
• Collaborate with other departments to resolve customer issues effectively.

• Support the resolution of customer queries relating to returns, refunds, and order concerns.
• Investigate complex customer cases and gather information from relevant departments.
• Assist with transaction-related issues and elevate concerns where appropriate.
• Ensure customers receive professional and timely communication throughout the resolution process.

To be successful in this role, you will have:

• Previous experience within a customer service environment.
• Experience supporting, coaching, or supervising team members.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• The ability to manage competing priorities in a fast-paced environment.
• Exceptional organisational skills and attention to detail.
• Confidence using CRM systems and learning new technologies.
• A professional, customer-focused approach with a commitment to delivering outstanding service.
• Strong teamwork and stakeholder management skills.

Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce.

We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.

Reference: DE27109