Customer Service Supervisor

Prince Personnel; Shrewsbury; On-site; GBP 27,000 - 30,000; Full time

Job summary

Prince Personnel are recruiting a Customer Service Supervisor for a busy operation in Telford on a permanent basis. The role offers a salary of £27,000 - £30,000 (dependent on experience) and Monday to Friday hours: 8am–4pm or 9am–5pm.

You will provide daily supervision, coach the team, handle escalated queries, monitor performance, and work with other departments to ensure excellent service and timely resolutions.

Qualifications

• Experience in customer service with supervisory responsibilities.
• Strong communication and leadership abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Attention to detail and strong organisational skills.

Responsibilities

• Provide daily supervision, guidance and support to the Customer Service team.
• Handle customer enquiries via phone, email, CRM and social media.
• Prioritise workloads to maintain service levels.
• Identify process improvements and trends from data.
• Assist with returns, refunds and order dispute resolutions.
• Collaborate with other departments to resolve issues.

Skills

Team leadership

Customer service

Communication skills

Problem solving

Prioritisation

Organisational skills

Stakeholder management

Tools

CRM systems

Job description

Customer Service Supervisor

Telford

Permanent

£27,000 - £30,000 Depending on experience

Monday-to-Friday 8am - 4pm or 9am - 5pm

We are recruiting for a Customer Service Supervisor to join a growing business and play a key role in supporting the daily operation of a busy customer service department. This is an excellent opportunity for an experienced customer service professional who is ready to take the next step into a supervisory role or further develop their existing leadership experience.

Team Leadership & Support

• Provide daily supervision, guidance, and support to the Customer Service team.
• Act as the first point of contact for team members requiring assistance with customer queries, complaints, or processes.
• Take ownership of escalated customer issues and support fair, effective resolutions.
• Monitor team performance and identify training and development opportunities.
• Coach and mentor team members to improve confidence, knowledge, and service delivery.
• Ensure key business updates and process changes are communicated clearly.
• Lead by example, promoting a positive and customer-focused team culture.

Customer Service

• Respond to customer enquiries via phone, email, CRM systems, and social media.
• Handle complex or sensitive customer complaints professionally and efficiently.
• Provide accurate product and service information.
• Deliver tailored solutions that meet individual customer needs.
• Maintain accurate customer records and interaction histories within CRM systems.

Operational Support

• Assist with the day-to-day running of the department.
• Help prioritise workloads to ensure service levels and response times are maintained.
• Monitor quality standards and provide constructive feedback to team members.
• Analyse customer service trends and contribute to reporting activities.
• Identify opportunities to improve processes and enhance the customer experience.
• Collaborate with other departments to resolve customer issues effectively.

Returns, Refunds & Disputes

• Support the resolution of customer queries relating to returns, refunds, and order concerns.
• Investigate complex customer cases and gather information from relevant departments.
• Assist with transaction-related issues and escalat concerns where appropriate.
• Ensure customers receive professional and timely communication throughout the resolution process.

Skills and Experience

Previous experience within a customer service environment.

Experience supporting, coaching, or supervising team members.

Excellent written and verbal communication skills.

Strong problem-solving and decision-making abilities.

The ability to manage competing priorities in a fast-paced environment.

Exceptional organisational skills and attention to detail.

Confidence using CRM systems and learning new technologies.

A professional, customer-focused approach with a commitment to delivering outstanding service.

Strong teamwork and stakeholder management skills.

Our mission is to support our clients in their creation of an equal, diverse and inclusive workforce. We are committed to providing a barrier-free recruitment process, so if you require any reasonable accessibility adjustments within the application process, then please make it known at the earliest opportunity.

About Us

Prince Personnel are an employment agency working on behalf of our client. Whether you're seeking a new permanent position, temporary assignment or contract you'll find us easy to deal with. Located in thriving Telford, we focus on jobs in Shropshire, Staffordshire and North Wales. Prince Personnel specialise in commercial, accounts and finance and technical recruitment. With the best jobs around we are an independent agency working hard for you.

Reference: DE27109