Customer Service Supervisor

Right Now Group; Colnbrook; On-site; GBP 38,000 - 45,000; Full time

Benefits offered by this job

Company mobile phone

Laptop provided

Job summary

Right Now Group is seeking a Customer Service Supervisor in Colnbrook to lead and support the Customer Service team within a busy transport and logistics operation. You will manage day-to-day workloads, assist with escalations, and stay hands-on during peak periods to ensure bookings and shipments run smoothly.

The role focuses on coaching staff, maintaining strong customer relationships, and delivering timely updates on shipments and charges across UK and Europe.

Qualifications

• Experience in Customer Service within Freight, Transport, Logistics, Courier or Express Distribution.
• Previous supervisory, team-leading or senior-level Customer Service experience.
• Strong people management and team supervision skills.
• Able to lead from the front and remain hands-on when the operation is busy.
• Excellent telephone and written communication skills.
• Strong customer relationship management skills.
• Able to manage multiple priorities within a fast-paced environment.
• Good attention to detail when reviewing bookings, charges and shipment information.

Responsibilities

• Supervise and support the Customer Service team on a day-to-day basis.
• Manage workloads and ensure customer enquiries and bookings are handled efficiently.
• Act as the first point of escalation for Customer Service Agents.
• Guide team members through operational issues and take ownership of more complex problems when required.
• Remain hands-on with customer bookings during busy periods.
• Oversee live shipments and ensure customers receive regular and accurate updates.
• Review invoices relating to specialist movements.
• Produce weekly, monthly and ad-hoc customer and operational reports.
• Develop and maintain strong relationships with customers.
• Work closely with internal operational teams and stations to resolve shipment issues.

Skills

Customer Service

Team leadership

People management

Coaching

Escalation handling

Communication skills

Customer relationships

Multitasking

Detail-oriented

Reporting

Freight knowledge

Job description

Customer Service Supervisor Right Now Group are recruiting for a Customer Service Supervisor to join an established transport and logistics business based in Colnbrook . This is a hands-on supervisory position, responsible for the day-to-day management and support of the Customer Service team , ensuring customers receive a professional and proactive service while shipments, bookings and operational issues are managed efficiently.

You will act as the first point of escalation for the Customer Service Agents , supporting the team with more complex enquiries and operational problems while remaining hands-on during busy periods.

Key Responsibilities of a Customer Service Supervisor

• Supervise and support the Customer Service team on a day-to-day basis
• Manage workloads and ensure customer enquiries and bookings are handled efficiently
• Act as the first point of escalation for Customer Service Agents
• Guide team members through operational issues and take ownership of more complex problems when required
• Remain hands-on with customer bookings during busy periods
• Oversee live shipments and ensure customers receive regular and accurate updates
• Monitor direct drive shipments and ensure charges and customer updates are managed correctly
• Review operational issues and mistakes with the team, using these as opportunities for coaching and development
• Ensure collection and delivery deadlines are accurately maintained
• Oversee shipment charges and ensure information is entered correctly
• Challenge incorrect or missing charges with relevant teams and stations
• Review invoices relating to specialist movements
• Maintain accurate customer and operational information within company systems
• Produce weekly, monthly and ad-hoc customer and operational reports
• Develop and maintain strong relationships with customers
• Work closely with internal operational teams and stations to resolve shipment issues
• Provide clear handovers and ensure important operational information is communicated across the team
• Support the wider Customer Service department with additional duties where required

The Supervisor will also have responsibility for reviewing operational issues and mistakes with the team, identifying how similar problems can be avoided and using these situations as training opportunities.

Skills & Experience Required for a Customer Service Supervisor

• Previous experience within Customer Service , ideally within Freight, Transport, Logistics, Courier or Express Distribution
• Previous supervisory, team-leading or senior-level Customer Service experience
• Strong people management and team supervision skills
• Comfortable coaching, supporting and developing Customer Service Agents
• Able to lead from the front and remain hands-on when the operation is busy
• Confident acting as the first point of escalation for customer and operational issues
• Excellent telephone and written communication skills
• Strong customer relationship management skills
• Able to manage multiple priorities within a fast-paced environment
• Good attention to detail when reviewing bookings, charges and shipment information
• Strong problem-solving skills with the ability to take ownership of issuesComfortable working to service levels and operational deadlines
• Good administrative and reporting skills
• Freight, logistics, courier or European road transport knowledge would be highly advantageous
• Professional, reliable and proactive approach

Salary & Benefits for a Customer Service Supervisor

• Salary & Benefits for a Customer Service Supervisor £38,000 - £45,000 depending on experience
• Monday to Friday
• Choice of 09:00 - 18:00 or 10:00 - 19:00
• Some flexibility around working hours will be required depending on operational requirements
• Permanent, full-time position
• Company mobile phone and laptop provided
• Hands-on responsibility for supervising the Customer Service team
• Established transport and logistics operation
• Opportunity to combine people management with operational Customer Service
• Exposure to UK and European transport movements

Suitable candidates will be contacted within 24 hours.