Customer Services Supervisor – Based Exeter
Basic salary c£34,000 plus excellent benefits, pension scheme, death in service benefit, staff discounts, healthcare, and excellent career progression and ongoing training.
As a Customer Service Supervisor, you will have experience of working in a Customer Service Supervisory or Team Leader role and primarily be responsible for overseeing the daily operations of a customer services team of ten.
As a Customer Service Supervisor, you will be responsible for liaising with various departments across operations, production, sales, and marketing to ensure the smooth collaboration between the customer service team.
Candidate Skills
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Able to demonstrate, lead, coach and support a team of customer service advisors
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A strong grasp of both working in a B2B and B2C service environment
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Excellent communication skills, written and spoken
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Experience of supervising a customer service team
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Lead, coach, and develop a motivated customer services team.
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Good people management skills.
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Confident problem-solving and analytical approach.
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Able to work under pressure and manage priorities.
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Working knowledge of CRM systems and service performance metrics.
Duties
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You will support the wellbeing and performance within your team in partnership with HR.
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Monitor service levels, ensuring KPIs and Service Levels are met.
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Handle escalated customer queries, balancing B2B and B2C needs.
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Oversee sampling, displays and bespoke/custom order requests.
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Contribute to continuous improvement projects, including system upgrades (ERP, CRM, telephony, Omni channel platforms)
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Monitor Service Level agreements and KPI’s orders.
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Monitor, rack and report on response times, accuracy, delivery timelines, and satisfaction trends.
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Escalate service gaps or risks and coordinate solutions with management and other departments.
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Ensure prompt and effective handling of customer enquiries and complaints.
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Supervise sampling, displays and bespoke/custom order requests.
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Oversee international service operations and adapt solutions to market-specific requirements.
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Manage bespoke item requests with design, purchasing, and production
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Provide timely support to sales, orders, and service processes.
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Assist with design service requests, including CAD coordination when required
