Customer Service Team Supervisor

Workshop Recruitment; Portsmouth; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Company events throughout the year

Inhouse incentives

Free parking

Free refreshments

Job summary

Workshop Recruitment in Portsmouth is seeking a Customer Service Team Supervisor to lead a busy customer service team and deliver consistently high experiences. The role focuses on coaching, performance monitoring and process improvements to meet targets.

You'll oversee day-to-day operations, support training, and partner with senior management to drive service levels. Salary £28,000–£32,000, Monday–Friday 9am–5pm, with 28 days holiday plus extra days on completion of 1 year employment.

Qualifications

• 2+ years in a customer service supervisory or team leader role.
• Excellent communication and people management skills.
• Confident coaching, motivating and supporting a team.
• Experience monitoring KPIs, training/development and driving team performance.
• Proactive approach to problem-solving and customer satisfaction.

Responsibilities

• Supervising and supporting the day-to-day activities of the customer service team.
• Coaching, motivating and developing team members to achieve individual and team objectives.
• Monitoring performance, service levels and KPIs, identifying areas for improvement.
• Handling escalated customer queries and complaints, ensuring positive outcomes.
• Ensuring customer enquiries are dealt with professionally, efficiently and within agreed timescales.
• Supporting team training, inductions and ongoing development.
• Identifying opportunities to improve processes and enhance the overall customer experience.
• Working closely with other departments and senior management to ensure effective communication and service delivery.

Skills

Team leadership

People management

Coaching

Ability to work under pressure

Job description

Customer Service Team SupervisorPortsmouthPermanent, Full Time, Office Based£28,000 - £32,000 depending on experience

Are you an experienced customer service professional with a passion for leading people and delivering excellent customer experiences? We are looking for a motivated and organised Customer Service Team Supervisor to support and lead a busy customer service team, ensuring customers receive a consistently high standard of service while helping the team achieve its performance targets, looking at continuous improvements and reporting back to the Senior Management Team.

The Role

As Customer Service Team Supervisor, you will play a key role in the day-to-day running of the department, supporting, motivating and developing the team to deliver an efficient and professional service.

Your responsibilities will include:

• Supervising and supporting the day-to-day activities of the customer service team.
• Coaching, motivating and developing team members to achieve individual and team objectives.
• Monitoring performance, service levels and KPIs, identifying areas for improvement.
• Handling escalated customer queries and complaints, ensuring positive outcomes.
• Ensuring customer enquiries are dealt with professionally, efficiently and within agreed timescales.
• Supporting team training, inductions and ongoing development.
• Identifying opportunities to improve processes and enhance the overall customer experience.
• Working closely with other departments and senior management to ensure effective communication and service delivery.

About You

We are looking for someone who:

• Has previous 2 years + experience in a customer service supervisory or team leader role.
• Has excellent communication and people management skills.
• Is confident coaching, motivating and supporting a team.
• Can manage workloads, prioritise effectively and work well under pressure.
• Has experience monitoring KPIs, training/development and driving team performance.
• Has a proactive approach to problem-solving and customer satisfaction.
• Leads by example and takes pride in delivering exceptional service.

More Details

Salary £28,000 - £32,000 depending on experience

Working hours - Monday to Friday 9am-5pm

28 days holiday + 2 extra days given on completion of 1 year employment

• Company events throughout the year
• Inhouse incentives
• Free parking
• Free refreshments