Customer Service Supervisors

CV-Library • London, London • 12h ago

The Customer Service Supervisor is responsible for supervising day‑to‑day customer service operations within the non‑clinical recruitment department of a healthcare recruitment agency. The role focuses on front‑line service delivery, staff supervision, performance monitoring, and issue escalation, ensuring service procedures and standards are followed consistently.

This is a non‑clinical, supervisory role with no responsibility for clinical decision‑making, service strategy ownership, or departmental management.

Key Duties and Responsibilities

Supervise customer service staff providing support to non‑clinical recruitment activities
Provided high-quality customer support through phone, email, and face-to-face interactions, always maintaining a professional, friendly, and customer-focused approach
Handled customer enquiries, complaints, and service requests efficiently, ensuring timely resolutions that met both customer expectations and company standards
Allocate daily workloads, tasks, and priorities to service teams
Monitor service queues, response times, and resolution outcomes
Ensure service procedures and operational guidelines are followed consistently
Check the quality and accuracy of customer service interactions and documentation
Maintained accurate and up-to-date customer records using Customer Relationship Management (CRM) systems, ensuring data integrity and full compliance with General Data Protection Regulation (GDPR) requirements.
Followed all company policies, procedures, and compliance requirements, maintaining a high standard of professionalism at all times.
Ensure service delivery meets agreed internal service standards and SLAs
Identify recurring service issues and escalate them to management
Support the implementation of service improvements introduced by senior management
Act as the first escalation point for non‑clinical service queries or complaints
Support service delivery to healthcare clients, including NHS trusts and private providers
Ensure clear and professional communication with non‑clinical candidates throughout the recruitment process
Assist in resolving service‑related issues promptly and professionally
Provide day‑to‑day guidance, support, and coaching to customer service staff
Supported the onboarding and training of new team members, helping them settle into their roles and understand processes quickly.
Monitor individual performance and provide feedback to improve service quality
Raise performance or conduct concerns to the line manager where appropriate
Supervise administrative recruitment compliance activities, including:
- Right to Work documentation checking
- DBS coordination (where required)
- Records management and document accuracy
Ensure records are maintained accurately and in line with procedures
Escalate compliance issues or risks to management for review
Maintain basic service performance records and reports
Provide regular updates to the Operations Manager or Service Manager
Communicate service issues, staffing concerns, and operational risks appropriately
Participate in team meetings and service update briefing