Customer Service Operations Supervisor

Customer Service Operations Supervisor
Up to 32,000 per annum + benefits
Chippenham, Wiltshire
Permanent

Are you an experienced team leader or supervisor with a background in customer service operations? Do you thrive in a fast-paced environment where organisation, performance and people management are key?

We are looking for a Customer Service Operations Supervisor to lead a busy customer service operation, ensuring teams deliver an efficient, accurate and high-quality service while meeting key performance targets. This is a hands-on leadership role where you'll take ownership of day-to-day operations, motivate and develop your team, and drive improvements across service delivery, productivity and quality.

Key Responsibilities:

• Lead and motivate a team, ensuring workloads are effectively managed, and operational targets are achieved
• Monitor performance against KPIs, SLAs and quality standards, taking action where improvements are needed
• Coach, mentor and develop team members, supporting training, performance and progression
• Oversee resource planning, staffing levels, attendance and workload allocation
• Identify opportunities to improve processes, increase efficiency and enhance service delivery
• Manage escalations and resolve operational issues promptly and professionally
• Produce performance reports and management information to support operational decision-making
• Work closely with internal departments, clients and external suppliers to maintain excellent service standards
• Support the wider management team and deputise for the Operations Manager when required

About You:

• Proven experience leading or supervising an operational or customer service team
• Strong understanding of KPIs, SLAs, performance management and workload planning
• Confident coaching, motivating and developing colleagues
• Excellent organisational skills, with the ability to manage competing priorities and tight deadlines
• Strong communication and problem-solving skills
• A proactive approach to continuous improvement, with a focus on quality, accuracy and efficiency
• Confident using Microsoft 365 and producing performance reports
• Resilient, adaptable and comfortable working in a fast-paced operational environment

What's on Offer?

• Salary of up to 32,000 per annum
• 37.5 hours per week, with working hours between 8am and 5.30pm, depending on business needs
• 25 days holiday + bank holidays
• 1 day birthday leave per annum
• 100% office-based
• Free on-site parking

Successful candidates will be contacted within 7 working days of application. If you do not hear from us within this time, please assume that your application has been unsuccessful.

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