Supervisor – Customer Experience Team
đź“Ť Lowestoft, Suffolk
đź’Ľ Competitive basic + benefits
Our client is a UK‑based manufacturer of patented commercial refrigerated drawer units, trusted by professional kitchens worldwide. They’re seeking a confident, solution‑focused Supervisor to lead and support the Customer Experience Team (CET) in Lowestoft.
About the Role
You’ll oversee daily operations, ensuring exceptional customer service across service, technical support, sales support, and customer journey management.
This role combines team leadership, customer service excellence, operational coordination, and commercial awareness — ensuring customers receive timely and effective support from installation through to ongoing service and maintenance.
Key Responsibilities
Team Leadership & Supervision
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Supervise and support the CET team in daily operations
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Allocate workloads and prioritise activities across service and sales support
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Develop a collaborative, customer‑focused culture
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Coach team members and monitor performance standards
Customer Service & Journey
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Ensure a professional, responsive service experience
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Handle escalated issues and complex service cases
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Maintain accurate records and follow up proactively
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Promote a customer‑centric culture through feedback and improvement
Service Coordination & Technical Support
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Coordinate engineer appointments and service providers
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Support fault diagnosis and technical queries
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Monitor service KPIs and maintain strong partner relationships
Sales & Administrative Support
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Process orders, returns, and documentation accurately
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Maintain NAV and Salesforce systems
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Support debt chasing for service‑related invoices
Process Improvement & Compliance
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Identify efficiency and service delivery improvements
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Ensure adherence to company procedures and Health & Safety standards
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Support accurate reporting and operational planning
Skills & Experience
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Supervisory or team leadership experience in customer service or technical support
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Strong communication and problem‑solving skills
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Confident using Microsoft Office 365, NAV, and Salesforce
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Organised, proactive, and commercially aware
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Ability to build strong relationships across teams and customers
Key Performance Indicators
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Service response and completion times
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Customer satisfaction and feedback
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Accuracy of order and service processing
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Engineer attendance and service performance
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Team productivity and service quality
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Reduction in repeat customer issues
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Process improvement and operational efficiency
