Customer Service Supervisor

ZipRecruiter; London Borough of Harrow; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the mobile accessories and retail sector is seeking a dynamic Customer Services Supervisor. You'll be responsible for enhancing customer service experiences, managing a team, and addressing customer complaints, ensuring a seamless experience in both retail and wholesale operations. With competitive salary and opportunities for career progression, this role is perfect for individuals with proven leadership and customer service skills.

Benefits

Competitive salary and performance-based bonuses

Staff discount on products

Opportunities for career progression in a growing business

Ongoing product and customer service training

Qualifications

• Proven experience in Customer services and digital marketing.
• Strong leadership and communication skills.
• Able to resolve conflicts and handle complaints effectively.

Responsibilities

• Oversee customer service operations and manage a small team.
• Handle escalated customer complaints and monitor satisfaction.
• Prepare reports on service KPIs and customer satisfaction.

Skills

Leadership

Communication

Interpersonal Skills

Conflict Resolution

Organisational Skills

Multitasking

Education

Diploma or degree in Business or a related field

Tools

CRM systems

POS systems

Job description

Job Description

About the Company:

We are an expanding wholesale and retail business focused on delivering high-quality mobile accessories, mobile phones, vapes, and related products to both consumers and trade clients. We are committed to providing exceptional customer service, ensuring our customers have a seamless and satisfying experience at every touchpoint. As we grow, we are looking for a dynamic and experienced Customer Services Supervisor to lead our customer support operations.

Job Purpose:

The Customer Services Supervisor will be responsible for overseeing and enhancing the customer service experience across our retail and wholesale operations. This includes managing a small team, handling customer complaints and queries, setting customer service standards, and ensuring a consistent, high-quality experience in-store and online.

Key Responsibilities:

• Develop and implement customer service policies and procedures tailored to both retail and wholesale customers.
• Handle escalated customer complaints and complex queries in a professional and timely manner.
• Monitor customer satisfaction through feedback and develop strategies for improvement.
• Train, mentor, and supervise customer service staff, ensuring product knowledge is current and service skills are sharp when business grows.
• Work closely with sales and inventory teams to ensure customer expectations are met.
• Use CRM systems to manage customer data, queries, and support tickets effectively.
• Ensure the store environment is welcoming and that staff adhere to company service standards.
• Monitor online reviews and social media feedback, responding where necessary to maintain a positive brand image.
• Prepare regular reports on service KPIs, customer satisfaction, and team performance for management.

Requirements:

• Proven experience in Customer services and digital marketing
• Strong leadership.
• Excellent communication and interpersonal skills.
• Ability to resolve conflicts and handle complaints effectively.
• Familiarity with POS and CRM systems.
• Basic understanding of mobile phone and vape product categories is a plus.
• Organised, detail-oriented, and able to multitask in a fast-paced environment.

Qualifications:

• Diploma or degree in Business or a related field.
• Knowledge of product returns/exchange policies and compliance with local regulations.

Benefits:

• Competitive salary and performance-based bonuses
• Staff discount on products
• Opportunities for career progression in a growing business
• Ongoing product and customer service training