Customer Service Supervisor

Nova Leisure Ltd; Highweek; On-site; GBP 13,776 - 16,531; Part time

Benefits offered by this job

Pension

22 days annual leave

Genuine career progression

Employee Assistance Programme

Job summary

Nova Leisure Ltd in Highweek is seeking a part-time Supervisor to oversee the retail operations and ensure the highest standard of customer service is delivered. You will be responsible for managing and motivating your team, maintaining compliance with health and safety regulations, and ensuring operational excellence.

The ideal candidate will have strong communication skills and demonstrate a customer-first attitude, along with the ability to adapt to varying tasks. We offer competitive benefits including pension, annual leave, and career progression opportunities.

Qualifications

• Proven ability to develop customer relationships effectively.
• Strong focus on delivering exceptional customer service.
• Ability to adapt to changing tasks and priorities.

Responsibilities

• Supervise day-to-day operations and motivate the team.
• Lead and guide the team to deliver excellent customer service.
• Ensure compliance with health and safety regulations.
• Conduct regular colleague reviews to enhance engagement.
• Deliver structured daily briefings for performance management.
• Maintain operational efficiency and compliance with standards.

Skills

Great communication skills

High levels of focus, energy, and drive

Best-in-class service delivery

Flexibility and strategic thinking

Job description

You will supervise the day-to-day smooth running of the department, motivate the team to drive performance and ensure all activities are completed on time and in a professional manner. This role will lead, guide and support the team to deliver fantastic customer service to our customers. In addition, you will support the Contact Centre Management team in recruiting, inducting and developing the individual capabilities of all new and existing colleagues.

PLEASE NOTE: this is a part-time 20 hour per week role.

Key Responsibilities

• Responsible for retail operations, resources, and customer service within the branch. This includes line management responsibility for the Weekend Retail Assistant leading, coaching, and developing a multi‑skilled team within the branch.
• Holding regular colleague reviews to strengthen colleague engagement and support development, educating, reviewing, and briefing on the importance of a safety‑first culture.
• Delivering a structured daily briefing to ensure all colleagues are working to deliver a balanced performance across key business metrics and KPI measures in line with business goals and objectives.
• Ensuring all areas of the retail counter always conform to health and safety legislation.
• Ensuring the branch is fully compliant with branch standards to maintain a balanced performance and achieve operational excellence.
• Ensuring the branch is operationally efficient to deliver a safety‑first culture at all times, ensuring all retail colleagues complete the relevant e‑learning modules.
• Leading a retail team with a customer‑first attitude, prompting a customer‑focused mindset within the branch ensuring that customer service is at the heart of everything.
• Adhering to the returns, credits, and warranty processes, thereby enhancing customer experience and creating frictionless processes.
• Maintaining shelf availability through accurate completion of stock movement processes.
• Delivering a customer‑first service through efficient pick‑to‑manifest times and achieving all service level agreements (SLAs).
• Working collaboratively with the operations and sales teams to ensure they are maximizing customer opportunity.
• Minimising customer effort by ensuring a robust Click Collect process is placed and adhered to.
• Ensuring the branch is set up for growth through best‑in‑class retail stores, outstanding stock management, and exceptional SLAs.
• Ensuring the retail operations are compliant with the financial audit.

Skills and Experience

• Great communication skills, demonstrating the ability to develop customer relationships and drive customer connectivity.
• High levels of focus, energy, and drive.
• Always delivering best‑in‑class service to establish customer experience excellence.
• Flexibility of day‑to‑day tasks to best support the branch with strategic thinking.

What we offer

• Pension
• 22 days annual leave
• Genuine career progression
• Access to a 24‑hour Employee Assistance Programme, offering financial and wellbeing support