Customer Service Supervisor - Lead & Elevate the Team

Chase & Holland; Hull and East Yorkshire; On-site; GBP 32,000 - 40,000; Full time

Benefits offered by this job

Free products

Free parking

Lead and develop CS team

Collaborative working environment

Job summary

Chase & Holland in Kingston upon Hull is seeking a proactive Customer Service Supervisor to lead a busy team and oversee day-to-day operations, ensuring an outstanding level of service.

The role focuses on developing the team, monitoring performance, resolving queries and collaborating across the business to improve processes and customer satisfaction. A customer-focused leader with strong communication and problem-solving skills is essential.

Qualifications

• Proven experience in customer service or a similar role, ideally supervisory or team leadership.
• Excellent communication and interpersonal skills, with the confidence to build relationships.
• Customer-focused approach with strong problem-solving skills.
• Experience monitoring performance metrics, reporting KPIs and identifying improvement opportunities.
• Experience managing invoice queries or export/customs documentation is beneficial.

Responsibilities

• Oversee day-to-day operations of the customer service team, ensuring a high standard of service.
• Build and maintain strong relationships with customers, conduct regular calls and performance reviews.
• Lead, coach and develop team members, providing training and support to drive performance.
• Monitor, report and maintain key KPIs, identifying improvement opportunities.
• Manage invoice queries and collaborate with finance/commercial teams to resolve issues.
• Develop and maintain customer service policies and procedures to promote consistency.
• Work with internal departments to meet customer requirements and maintain high service levels.
• Ensure export and customs documentation is completed accurately and on time.
• Champion a customer-first culture and drive continuous improvement across the department.

Skills

Customer service

Leadership

Communication

Problem solving

KPI tracking

Job description

Chase & Holland in Kingston upon Hull is seeking a proactive Customer Service Supervisor to lead a busy team and oversee day-to-day operations, ensuring an outstanding level of service.

The role focuses on developing the team, monitoring performance, resolving queries and collaborating across the business to improve processes and customer satisfaction. A customer-focused leader with strong communication and problem-solving skills is essential.