Our client is an internationally recognised provider of innovative and sustainable battery storage solutions for automotive and industrial applications.
We are currently recruiting for a Customer Service Supervisor to lead, motivate, and develop a customer service team, ensuring the delivery of a high-quality and consistent service to customers. This role will oversee customer enquiries, order processing, team performance, and continuous improvement initiatives while acting as a key link between Customer Service, Sales, Operations, and other internal stakeholders.
Key Responsibilities
Team Leadership & Performance Management:
• Lead, coach, and support the customer service team to achieve service levels and performance targets.
• Set clear expectations and conduct regular one-to-one meetings, performance reviews, and appraisals.
• Manage attendance, holidays, timekeeping, and adherence to company policies and procedures.
• Identify training needs and support the ongoing development of team members.
Customer Service Operations:
• Oversee the day-to-day handling of customer enquiries, orders, complaints, and escalations.
• Act as the main escalation point for complex or high-risk customer issues.
• Ensure accurate and timely processing of customer orders, documentation, and system updates.
• Monitor workload distribution and ensure effective resourcing to meet business demands.
Quality, KPI Management & Continuous Improvement:
• Monitor team performance against agreed KPIs, including response times, order accuracy, and customer satisfaction.
• Review customer feedback and identify trends and opportunities for improvement.
• Support the implementation of process improvements to enhance efficiency and service quality.
• Ensure compliance with internal procedures, audit requirements, and quality standards.
Stakeholder Management:
• Build and maintain effective working relationships with Sales, Operations, Logistics, Finance, and other departments.
• Liaise directly with customers to resolve issues and manage expectations.
• Provide regular reports and updates to the Customer Service Manager.
Knowledge, Skills & Experience
Essential:
• Previous experience within a customer service or service administration environment.
• Experience supervising, coaching, or leading a team.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• A customer-focused approach with strong problem-solving abilities.
Desirable:
• Experience using CRM and/or ERP systems.
• KPI reporting and performance management experience.
• Experience within a manufacturing, service, or B2B environment.
About the role
Role is full time, permanent contract
Monday to Friday
Hybrid working (3 days office / 2 days home)
Offer
• Competitive salary depending on the experience
• Annual bonus
• Pension scheme
• Private health insurance
• Life insurance
• 25 days holiday plus bank holidays
If you are an experienced customer service professional with supervisory experience and a passion for delivering excellent customer service, we would love to hear from you.
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Salary description
£27000.00 - £32000.00 per year