Customer Service Supervisor

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.

Responsibilities and duties will include, but not limited to:

Team Leadership & Support

• 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.

Customer Service

• 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.

Operational Support

• 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.

Returns, Refunds & Disputes

• 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 escalate concerns where appropriate.
• Ensure customers receive professional and timely communication throughout the resolution process.

Skills and Experience

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.

If you are passionate about customer service, enjoy supporting and developing others, and are looking for an opportunity to take the next step in your career, we would love to hear from you.

The application process:

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.

We will carefully consider your details and advise you if we're able to progress with your application within 72 working hours. If you do not hear from us within this time your details won’t be retained. So, if you're not successful on this occasion, do continue to respond to future roles we advertise. In the meantime, all good wishes and continued success with your search for employment.

About Us

Prince Personnel are an employment agency working on behalf of our client. Whether you’re seeking a new permanent position, temporary assignment or contract you’ll find us easy to deal with. Located in thriving Telford, we focus on jobs in Shropshire, Staffordshire and North Wales. Prince Personnel specialise in commercial, accounts and finance and technical recruitment. With the best jobs around we are an independent agency working hard for you.

Reference: DE27109

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