Customer Complaint Supervisor

Hewett Recruitment; Droitwich Spa; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is looking for a Customer Complaint Supervisor in Droitwich. This role requires strong customer service experience, particularly handling complaints over the phone. You will be the key point of contact for escalated complaints, managing and resolving issues efficiently. Candidates must have excellent organizational and communication skills, with the ability to coach team members. The position offers a temp-to-perm opportunity in a supportive office environment with rotating shifts and a range of benefits.

Benefits

28 days holiday per year

Company pension scheme

Referral program and bonus scheme

Health & wellbeing programme

Cycle to work scheme

Qualifications

• Proven experience in customer service, specifically handling complaints over the phone.
• Experience in a similar office-based role is essential.
• Confident in analysing data and identifying areas for improvement.

Responsibilities

• Act as the final point of contact for all escalated complaints within the business.
• Manage and resolve customer complaints via phone and email.
• Support the Customer Service Manager in monitoring KPIs.

Skills

Customer service experience

Complaint handling

Organizational skills

Analytical skills

Coaching skills

Communication skills

Job description

Job Title: Customer Complaint Supervisor

Location: Droitwich

Salary: £13-14 per hour

Contract: Temp-to-Perm, 35 hours per week

About the Role

Our client, a leading mobility solutions provider, is seeking a Customer Complaint Supervisor to join their busy office-based team. This is a key position where you will act as the final point of contact for customer complaints, ensuring issues are resolved efficiently and professionally.

This role is ideal for someone with strong customer service experience via telephone and previous experience in a similar office-based environment, handling escalated complaints and supporting team operations.

Key Responsibilities

• Act as the final point of contact for all escalated complaints within the business.

• Manage and resolve customer complaints via phone and email, ensuring excellent service standards.

• Support the Customer Service Manager in monitoring KPIs and departmental performance.

• Conduct 1:1s and team coaching, providing guidance and support to team members.

• Allocate workloads, manage daily team operations, and ensure sufficient resource coverage.

• Analyse customer service data to identify trends, highlight improvements, and support process enhancements.

• Maintain accurate records of customer interactions in line with company policy.

• Collaborate with internal departments to improve the overall customer journey.

Candidate Requirements

• Proven experience in customer service, specifically handling complaints over the phone.

• Experience in a similar office-based role is essential.

• Strong organisational skills with excellent attention to detail.

• Ability to coach and support team members, including conducting 1:1s.

• Confident in analysing data and identifying areas for improvement.

• Exceptional communication skills, approachable, and customer-focused.

• Ability to work both independently and as part of a team in a busy environment.

Working Hours

• 35 hours per week, Monday to Friday

• Rotating weekly shifts between: 8:00am-4:00pm, 9:00am-5:00pm, 10:00am-6:00pm (1-hour unpaid lunch)

• Early finish every third Friday at 3:00pm

Benefits

• Temp-to-perm opportunity with career growth potential

• 28 days holiday per year (including Bank Holidays)

• Length of service rewards - up to 5 additional days holiday

• On-site parking & free parking

• Company pension scheme

• Referral program and bonus scheme

• Health & wellbeing programme

• Cycle to work scheme