Customer Service Supervisor

Freight Personnel; City Of London; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Bonus after probation

Pension

20 Days holiday

Job summary

Freight Personnel is seeking a Customer Service Supervisor for a Global Distribution company based in the Ealing area of Greater London. You will lead a team of six, ensuring timely, accurate support and a high-quality customer experience across channels, while driving performance and continuous improvement.

Responsibilities include workload planning, coaching, and acting as escalation point, with a focus on process adherence and cross‑functional collaboration to protect customer relationships.

Qualifications

• Experience supervising a customer service team.
• Background in transport/logistics is preferred.
• Experience in a contact centre environment.

Responsibilities

• Supervise a team of 6 Customer Service Advisors / Representatives on a daily basis.
• Plan and allocate workloads, shifts and breaks to ensure adequate coverage.
• Act as the first point of escalation for complex or sensitive customer queries.
• Provide on-the-job guidance, coaching and support to team members.
• Monitor performance against KPIs (response times, quality scores, CSAT).
• Conduct regular 1:1s and feedback sessions; support training needs.

Skills

Team leadership

Performance management

Customer service

Coaching

Communication

Process improvement

Job description

We are recruiting for a Global Distribution company based in the Ealing borough of Greater London they are looking for a Customer Service Supervisor responsible for the day-to-day supervision of the customer service team circa 6 staff, ensuring that customers receive timely, accurate and professional support. The role focuses on team leadership, performance management, process adherence and continuous improvement in customer experience and team building.

Key Responsibilities

Team Leadership & Supervision

• Supervise a team of 6 Customer Service Advisors / Representatives on a daily basis.


• Plan and allocate workloads, shifts and breaks to ensure adequate coverage.


• Act as the first point of escalation for complex or sensitive customer queries.


• Provide on-the-job guidance, coaching and support to team members.

Performance Management

• Monitor individual and team performance against agreed KPIs (e.g. response times, quality scores, customer satisfaction, call handling metrics).


• Conduct regular 1:1s, feedback sessions and informal performance reviews.


• Identify training needs and work with management/HR to arrange appropriate training and development.


• Support formal performance processes where necessary, in line with company policies.

Customer Service Delivery

• Ensure all customer interactions (phone, email, chat, social media, etc.) follow agreed scripts, standards and service levels.


• Handle complex complaints and queries, resolving them promptly and professionally.


• Make decisions within defined authority limits to resolve issues and protect customer relationships.


• Promote a customer-focused culture, ensuring customers are always treated fairly and respectfully.

Process & Quality Control

• Ensure adherence to customer service processes, procedures and compliance requirements.


• Conduct quality checks (e.g. call monitoring, ticket reviews) and provide constructive feedback.


• Identify recurring issues or process gaps and suggest improvements to management.


• Support implementation of new systems, processes or policies within the team.

Reporting & Communication

• Produce and maintain accurate records of performance, issues and escalations.


• Provide regular reports and updates to the Customer Service Manager on team performance, trends and risks.


• Communicate changes in policies, products, pricing or procedures to the team clearly and promptly.


• Collaborate with other departments (e.g. Sales, Operations, IT, Finance) to resolve cross-functional issues impacting customers.

People & Culture

• Support recruitment, onboarding and induction of new team members.


• Foster an inclusive, supportive and high-performing team environment.


• Promote adherence to company values, code of conduct and health & safety standards.

Working hours as required to conduct the role but a standard week based upon Monday - Friday.

Skills & Experience

• Ideally experience working for a Pallet or Parcel Distribution business in Customer Service or similar Transport / Logistics Industry


• Proven experience in a customer service role, ideally in a contact centre or similar environment.


• Previous experience in a senior advisor / team lead / supervisory position.


• Strong communication skills (verbal and written) with the ability to handle difficult conversations.


• Ability to coach, motivate and support team members to achieve performance targets.


• Good organisational skills with the ability to prioritise and manage multiple tasks.


• Competent IT skills, including use of customer service / CRM systems and Microsoft Office (or equivalent).

Personal Attributes

• Customer focused mindset with a commitment to delivering high-quality service.


• Calm and resilient under pressure, able to manage high volumes and challenging situations.


• Fair and consistent in managing people, with strong interpersonal skills.


• Problem solving, with the ability to use sound judgement within defined guidelines.


• Positive, proactive and open to change and continuous improvement.

Package and Benefits

• £40-45,000 Basic Salary


• Bonus TBC after probation period


• 20 Days holiday


• Pension