Customer Service Supervisor

Culina Group; Lutterworth; On-site; GBP 28,000 - 33,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor to lead a dedicated team in a vibrant environment. This full-time role offers the chance to develop your leadership skills while ensuring exceptional service delivery. You'll supervise daily operations, support your team’s growth, and contribute to continuous improvement initiatives. With a strong commitment to employee development and a positive workplace culture, this position is perfect for those looking to make a significant impact in customer service. Join a winning team and help shape the future of logistics!

Benefits

28 days annual leave

Pension scheme

Life Assurance

24/7 Employee Assistance Programme

Eye Care Vouchers

Employee awards

Retailer discounts

Qualifications

• Experience supervising a team delivering excellent customer/client support services.
• Strong communication skills for delivering precise information.

Responsibilities

• Supervise daily activities of the admin team to ensure compliance with processes.
• Conduct annual PDPs and hold monthly 1-2-1 meetings with team members.
• Generate and analyze weekly/monthly KPI reports as directed.

Skills

Team Supervision

Conflict Management

Attention to Detail

Communication Skills

Workload Prioritization

Problem-Solving

Job description

Company Description

Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer-centric service focus is delivered through a site-level empowered culture.

At Culina, we have a winning culture. We believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

Job Description

Due to continued growth, our Lutterworth site is now recruiting for a Customer Service Supervisor to join their friendly team on a full-time, permanent basis.

Salary: Up to £33,000 per annum, dependent on experience.

Working hours: Monday-Friday, 8am-4pm.

As a Customer Service Supervisor, you will support the Customer Services Manager by developing and supervising a team to ensure an outstanding service in a fast-paced environment and providing a professional and dedicated facility for all Customer/Client needs.

Job responsibilities of Customer Service Supervisor:

1. Supervise daily activities of the admin team, ensuring duties are performed according to departmental processes and procedures.
2. Ensure team members are adequately trained, monitor performance, and provide coaching, counseling, and development as needed.
3. Conduct annual PDPs with team members to set objectives for the upcoming year in collaboration with Line Manager or HR.
4. Hold monthly 1-2-1 meetings to track PDP objectives.
5. Ensure adequate staffing across all shifts, manage resource allocation, and oversee holiday scheduling.
6. Follow HR processes, such as RTWs, and escalate issues when necessary.
7. Act as a liaison between management and clients/customers, providing flexible support and deputizing for the CSM as needed.
8. Participate in continuous improvement initiatives across functions.
9. Support ad-hoc projects for the business and clients/customers.
10. Generate and analyze weekly/monthly KPI reports as directed by the Customer Services Manager.
11. Review system data for accuracy, identify anomalies, and maintain data integrity.

Qualifications

• Experience supervising a team delivering excellent customer/client support services.
• Ability to manage conflicts and resolve issues while maintaining strong relationships.
• Attention to detail and accuracy.
• Excellent communication skills for delivering precise information.
• Effective workload prioritization to meet deadlines.
• Problem-solving skills in a structured manner.

Additional Information

We are committed to making Great Bear a great place to work, fostering an inclusive and diverse environment. We offer development programs to help employees shape their careers within logistics and promote a positive team culture.

Our benefits include:

• Annual Leave: 28 days, including bank holidays.
• Pension scheme: 4% employee and 4% employer contributions.
• Life Assurance: 2x your annual salary.
• Wellness: 24/7 confidential Employee Assistance Programme.
• Eye Care Vouchers: Savings on eye tests and glasses.
• Reward & Recognition: Employee awards for outstanding performance and long service.
• Everyday discounts: Access to over 50 retailer discounts.

If you meet the requirements and are seeking your next career opportunity, please apply now and join our #WinningTeam!