Customer Service Supervisor

TN United Kingdom; Dartford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A market-leader in construction supply is seeking a Customer Service Supervisor in Dartford. The ideal candidate will lead a team, handle escalations, and ensure excellent customer service during the after-sales stage. This role offers a dynamic work environment with opportunities for professional growth.

Benefits

Free lunch every day

Gross profit bonus scheme

Increasing annual leave up to 24 days

Qualifications

• Previous supervisory experience required.
• Passionate about collaborative work.

Responsibilities

• Support clients during the after-sales stage.
• Motivate and support a team of 5.
• Monitor and report on performance metrics.

Skills

Leadership

Collaboration

Job description

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Days: 5 days a week in the office (split across 2 sites in Dartford)

Benefits: Free lunch every day, gross profit bonus scheme, increasing annual leave up to 24 days

My client is looking for a bright and engaging Customer Service Supervisor to support and act as an escalation point for a team of 5. The client is a market-leader in construction supply with strong relationships with loyal clients. They seek a new Supervisor to support clients during the after-sales stage and resolve customer issues.

The successful candidate will be an active member of the customer service department, handling complex queries and escalations, reporting on team performance, and encouraging excellent departmental statistics.

This role involves:

• Supporting clients in the after-sales stage by chasing order statuses, locating missing items, resolving complaints, and processing returns
• Motivating and supporting a team of 5, including 2 Customer Service reps, 2 Dispatch staff, and 1 remote Customer Service rep at a different site
• Monitoring and reporting on performance metrics such as response times, resolution times, return processing, and call volumes
• Participating in weekly department meetings and contributing actively
• Collaborating with the Transport and Sales Managers to resolve operational issues and enhance service quality
• Holding weekly team huddles

The ideal Supervisor:

• Is passionate about collaborative work across departments
• Has a nurturing and motivating leadership style
• Possesses previous supervisory experience

Next Steps:

I will be conducting interviews for this role immediately on behalf of my client.