Customer Operations Supervisor

Customer Operations Supervisor
Location: Lowestoft
Job Type: Full-Time, Permanent
Hours: Monday to Friday
Salary: £33,000+ per annum
  
Hales Group are looking for an enthusiastic and motivated Customer Operations Supervisor to play a key role in delivering an exceptional customer experience while leading a dedicated and high-performing team.
This is a fantastic opportunity for an experienced customer service, operations, or service coordination professional looking to take the next step in their career with a growing and customer-focused organisation. You'll have the opportunity to make a real impact, drive operational improvements, develop team performance, and contribute to the ongoing success of the business.
  
Key Responsibilities

Lead, motivate, and support the Customer Operations Team to deliver exceptional customer service.
Manage and prioritise daily workloads, ensuring service levels and business objectives are achieved.
Oversee the customer journey from initial enquiry through to installation, servicing, and aftercare.
Handle and resolve escalated customer enquiries, complaints, and service issues professionally and efficiently.
Coordinate engineer schedules, service appointments, repairs, and maintenance activities.
Build and maintain strong relationships with customers, engineers, suppliers, and service partners.
Monitor team performance, customer feedback, and operational KPIs to drive continuous improvement.
Provide coaching, training, and development support to team members.
Support the sales function through accurate order processing, administration, and customer communication.
Review and improve operational processes to enhance efficiency, service quality, and customer satisfaction.
Produce accurate reports and ensure compliance with company policies and procedures.
Support the wider business in achieving operational and commercial objectives.   
Skills & Experience

Previous experience in a supervisory or team leadership position within customer service, service coordination, customer support, or operations.
Strong customer service and relationship management experience.
Excellent communication skills, both written and verbal.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong organisational, planning, and problem-solving skills.
High level of accuracy and attention to detail.
Competent in Microsoft Office 365 and CRM/business systems.
Experience within a technical, engineering, manufacturing, or service-led environment. (desirable)
Why Work Through Hales Group?
At Hales Group, we treat candidates as our customers. Our experienced Lowestoft-based consultants are dedicated to matching you with the right career opportunity and supporting you throughout the entire recruitment process.
  
Hales Group Ltd collects and retains applicant information to support recruitment processes, maintain equal opportunities compliance, and share future job opportunities. If you would prefer not to be contacted, please reach out to your local branch