Customer Service Supervisor

ZipRecruiter; Portsmouth; On-site; GBP 27,000; Full time

Job summary

A leading company in thermal heating solutions is seeking a Customer Service Supervisor in Portsmouth. The role involves leading a customer support team to deliver exceptional services, manage critical performance metrics, and create a collaborative environment. Providing excellent career progression and benefits, this position is ideal for candidates with strong leadership and customer service skills.

Benefits

Pension plan

Good career progression opportunities

Free car parking

Cycle to work scheme

Free tea, coffee, and fruit

Modern, friendly working environment

28 days holiday

Qualifications

• Proven background in customer service with supervisory experience.
• Excellent communication and leadership skills.
• Ability to analyze data for service improvement.

Responsibilities

• Communicate effectively with customers to resolve issues.
• Supervise and manage the customer service team.
• Train and mentor team members to enhance skills.

Skills

Leadership

Communication

Time Management

Problem-Solving

Organizational Skills

Job description

Job Description

Employment are seeking a Customer Service Supervisor for a permanent position based in Portsmouth. Our client is the UK’s premier provider of thermal heating, valves, and accessories, established in 2012. They are a fast-growing business that prioritizes customer service, which is why they are expanding their team.

The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer experiences, with career progression opportunities.

Salary: £26,750 per year

Hours: Mon - Friday, 9am - 5pm

Responsibilities & Duties:

1. Communicate effectively with customers to resolve issues, answer queries, and provide product or service information.
2. Assist the team in achieving operational goals.
3. Foster a positive team environment that encourages collaboration and high morale.
4. Set individual performance targets for team members as agreed with the Line Manager.
5. Ensure compliance with company policies while maintaining excellent service standards.
6. Promote best practices to ensure smooth team operations.
7. Handle escalated customer complaints professionally to ensure satisfactory resolutions.
8. Report KPIs daily, weekly, and monthly.
9. Train and supervise new and existing Customer Service agents to deliver exceptional service.
10. Manage and respond to customer reviews within set timescales, escalating when necessary.
11. Supervise and manage the customer service team to ensure high performance and adherence to standards.
12. Mentor and develop team members to enhance skills and service delivery.
13. Analyze customer feedback and service metrics to identify improvement areas and implement changes.

Candidate Requirements & Experience:

• Proven background in customer service with supervisory experience in a customer service or sales environment.
• Strong leadership skills and the ability to motivate and manage effectively.
• Excellent time management, planning, and organizational skills.
• Excellent communication skills.
• Ability to work under pressure and manage conflicting priorities to meet targets.
• Strong problem-solving skills focused on enhancing customer experience.
• Calm, professional, and objective when handling difficult situations.
• Ability to analyze data and derive insights for service improvement.
• Experience motivating teams to achieve optimal outcomes.
• Proficient in customer service software; familiarity with CRM systems is an advantage.
• Good PC literacy; SAP experience is not essential.
• Committed to professionalism and integrity.
• A team player willing to contribute actively to tasks.

Company Benefits:

• Salary: £26,750.00
• Pension plan
• Good career progression opportunities
• Free car parking
• Cycle to work scheme
• Free tea, coffee, and fruit
• Modern, friendly working environment
• 28 days holiday