Customer Service Supervisor

Chase & Holland; Hull and East Yorkshire; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Free products

Free parking

Lead and develop CS team

Collaborative working environment

Job summary

Chase & Holland in Kingston upon Hull is seeking a proactive Customer Service Supervisor to lead a busy team and oversee day-to-day operations, ensuring an outstanding level of service.

The role focuses on developing the team, monitoring performance, resolving queries and collaborating across the business to improve processes and customer satisfaction. A customer-focused leader with strong communication and problem-solving skills is essential.

Qualifications

• Proven experience in customer service or a similar role, ideally supervisory or team leadership.
• Excellent communication and interpersonal skills, with the confidence to build relationships.
• Customer-focused approach with strong problem-solving skills.
• Experience monitoring performance metrics, reporting KPIs and identifying improvement opportunities.
• Experience managing invoice queries or export/customs documentation is beneficial.

Responsibilities

• Oversee day-to-day operations of the customer service team, ensuring a high standard of service.
• Build and maintain strong relationships with customers, conduct regular calls and performance reviews.
• Lead, coach and develop team members, providing training and support to drive performance.
• Monitor, report and maintain key KPIs, identifying improvement opportunities.
• Manage invoice queries and collaborate with finance/commercial teams to resolve issues.
• Develop and maintain customer service policies and procedures to promote consistency.
• Work with internal departments to meet customer requirements and maintain high service levels.
• Ensure export and customs documentation is completed accurately and on time.
• Champion a customer-first culture and drive continuous improvement across the department.

Skills

Customer service

Leadership

Communication

Problem solving

KPI tracking

Job description

Customer Service Supervisor – Hull – £36,000 – Fixed Term Contract 12 months Great service starts with great people! Are you an experienced customer service professional with a passion for delivering exceptional service and leading a team? Do you thrive in a fast-paced environment where building strong customer relationships and driving continuous improvement are key? If so, this could be the perfect opportunity for you! We’re looking for a proactive and customer-focused Customer Service Supervisor to lead a busy team, oversee day-to-day operations and ensure customers receive an outstanding level of service. You’ll play a key role in developing your team, monitoring performance, resolving queries and working closely with colleagues across the business to improve processes and customer satisfaction. If you’re a natural leader who takes ownership, enjoys solving problems and knows how to bring out the best in others, we’d love to hear from you! Package & Benefits:

• Free products
• Free parking
• The opportunity to lead and develop a customer service team
• A collaborative working environment focused on quality, service and continuous improvement

Job Title Responsibilities:

• Oversee the day-to-day operations of the customer service team, ensuring a consistently high standard of service.
• Build and maintain strong relationships with customers, conducting regular calls and performance reviews to understand their needs and resolve any issues.
• Lead, coach and develop customer service team members, providing training, mentoring and support to drive performance.
• Monitor, report and maintain key business and customer service KPIs, identifying opportunities for improvement.
• Manage invoice queries, working closely with finance and commercial teams to ensure issues are resolved efficiently.
• Develop and maintain effective customer service policies and procedures, promoting consistency and best practice.
• Work collaboratively with internal departments to ensure customer requirements are met and service levels remain high.
• Ensure export and customs documentation is completed accurately and within required timescales.
• Champion a customer-first culture, taking ownership of challenges and driving continuous improvement across the department.

Required Skills & Experience:

• Proven experience in customer service or a similar customer-facing role, ideally within a supervisory or team leadership position.
• Excellent communication and interpersonal skills, with the confidence to build effective relationships with both internal and external customers.
• A customer-focused approach, with strong problem-solving skills and the ability to resolve queries efficiently.
• Experience monitoring performance metrics, reporting KPIs and identifying opportunities to improve service delivery.
• Experience managing invoice queries or working with export and customs documentation would be beneficial.

The ideal candidate will be a confident communicator, a supportive team player and a logical thinker who enjoys finding solutions. You’ll lead by example, build lasting customer relationships and take pride in delivering an excellent customer experience.

Customer Service Supervisor • Kingston upon Hull

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