Customer Resolution Supervisor

Gap Personnel Limited; Plymouth; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension

Employee discount

Long service awards

Cycle to work scheme

Job summary

Gap Personnel Limited is recruiting for a Customer Resolution Supervisor based in Plymouth, Devon. You will lead a team of Resolution Advisors, oversee complex customer queries and disputes, and ensure professional, timely resolutions.

The role focuses on coaching, performance management and collaboration with internal and external partners. The position is permanent and full-time, with Monday to Friday hours and employee benefits such as pension, discounts, long service awards, and

Qualifications

• Experience leading or supervising a customer service, complaints or resolutions team.
• Proven ability to handle complex customer cases and escalations.
• Strong leadership and coaching abilities.
• Excellent communication and problem-solving skills.

Responsibilities

• Leading, coaching and supporting a team of Resolution Advisors.
• Managing complex customer complaints and escalations.
• Handling payment disputes, refunds, chargebacks and warranty claims.
• Monitoring team performance against KPIs and quality standards.
• Managing workloads and ensuring service levels are achieved.
• Conducting one-to-ones and supporting colleague development.
• Working closely with internal teams and external partners.
• Identifying recurring issues and helping improve processes and the customer journey.

Skills

Leadership

Coaching

Customer service

Communication

Problem-solving

Organisational skills

Prioritisation

Job description

Customer Resolution Supervisor

Location: Plymouth, Devon
Hours: Monday to Friday, 8:45am - 5:30pm
Contract: Permanent, Full-Time

Are you an experienced Customer Service Team Leader or Supervisor looking for your next opportunity?

We are recruiting for a Customer Resolution Supervisor to join the Head Office team of a well-established and growing business in Plymouth.

You’ll lead a team responsible for handling complex customer queries, complaints, payment disputes and warranty claims, ensuring customers receive a professional and efficient resolution.

The Role

Your responsibilities will include:

• Leading, coaching and supporting a team of Resolution Advisors
• Managing complex customer complaints and escalations
• Handling payment disputes, refunds, chargebacks and warranty claims
• Monitoring team performance against KPIs and quality standards
• Managing workloads and ensuring service levels are achieved
• Conducting one-to-ones and supporting colleague development
• Working closely with internal teams and external partners
• Identifying recurring issues and helping improve processes and the customer journey

About You

We’re looking for someone who has:

• Previous experience leading or supervising a customer service, complaints or resolutions team
• Experience dealing with complex customer cases and escalations
• Strong leadership and coaching skills
• Excellent communication and problem-solving abilities
• Experience managing performance against KPIsGood organisational skills and the ability to prioritise
• Confidence working in a busy environment and managing competing demands

What’s on Offer?

• Permanent, full-time position
• Monday to Friday working hours
• Pension
• Employee discount
• Long service awards
• Cycle to work scheme