Customer Service Supervisor

Culina Group Limited; Lutterworth; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading company in Lutterworth is seeking a Customer Service Supervisor to oversee a dedicated team, ensuring exceptional service delivery in a fast-paced environment. The role involves supervising daily activities, training staff, and participating in continuous improvement initiatives. With a commitment to inclusivity and employee development, the company offers a supportive workplace and attractive benefits, including annual leave and pension contributions.

Benefits

28 days annual leave including bank holidays

4% employee and 4% employer pension contributions

Life assurance of twice your annual salary

24/7 Employee Assistance Programme

Eye care vouchers

Employee recognition programs

Access to retailer discounts

Qualifications

• Experience supervising a team delivering excellent customer support services.

Responsibilities

• Supervise daily activities of the admin team.
• Ensure team members are trained and monitor performance.
• Manage shift coverage, resourcing, and holiday planning.

Skills

Communication

Problem-solving

Attention to detail

Job description

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, dedicated facility for all customer/client needs.

Responsibilities of the Customer Service Supervisor:

• Supervise daily activities of the admin team, ensuring adherence to departmental processes and procedures.
• Ensure team members are trained, monitor performance, and provide coaching or development as needed.
• Conduct annual PDPs with team members to set objectives, in collaboration with Line Manager or HR.
• Hold monthly 1-2-1 meetings to review PDP progress.
• Manage shift coverage, resourcing, and holiday planning.
• Follow HR processes such as RTWs and escalate issues when necessary.
• Act as a liaison between management and clients/customers, providing flexible support and deputising for the CSM as required.
• Participate in continuous improvement initiatives across functions.
• Support ad-hoc projects for the business and clients/customers.
• Generate and review weekly/monthly KPI reports.
• Analyze system data to ensure accuracy and maintain data integrity.

Qualifications

• Experience supervising a team delivering excellent customer support services.
• Ability to manage conflicts and maintain successful relationships.
• Attention to detail and accuracy.
• Excellent communication skills for delivering accurate information.
• Ability to prioritize workload to meet deadlines.
• Problem-solving skills in a structured manner.

Additional Information

We are committed to being an inclusive and diverse organization, supporting employee development and recognizing success. Our benefits include:

• 28 days annual leave including bank holidays.
• 4% employee and 4% employer pension contributions.
• Life assurance of twice your annual salary.
• 24/7 Employee Assistance Programme for confidential support.
• Eye care vouchers for discounts and free eye tests.
• Recognition programs like Employee of the Month/Year and long service awards.
• Access to over 50 retailer discounts via our benefit platform.

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