Customer Services Supervisor

Meridian Business Support; Cadbury; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading support services company in the UK is looking for a Customer Services Supervisor to lead and develop a team of Customer Service Advisors. You will enhance customer satisfaction by maintaining high service standards in a B2B and B2C environment. Ideal candidates will have proven supervisory experience, strong interpersonal skills, and familiarity with CRM platforms. This role is key to driving improvements across customer experience while addressing escalated queries successfully.

Benefits

Life Assurance

Staff Discount

Cashplan Scheme

Qualifications

• Proven experience in a supervisory customer service role.
• Strong knowledge of B2B and B2C service environments.
• Experience across multiple sales routes to market is advantageous.

Responsibilities

• Lead, coach, develop and support Customer Service Advisors.
• Track response times, accuracy, delivery timelines, and satisfaction trends.
• Ensure prompt handling of customer inquiries and complaints.

Skills

Interpersonal skills

People management

Analytical mindset

Problem-solving skills

CRM familiarity

Job description

The Opportunity :

If you're a talented, experienced Customer Services Supervisor who truly wants to deliver the highest level of customer satisfaction in a B2B and B2C environment,whilst inspiring your team to do the same, then we'd love to hear from you. You will be accountable for leading, developing and supporting a team of Customer Services Advisors, maintaining service standards and driving improvements across customer experience, sampling and display initiatives. This is a manufacturing environment, where product satisfaction and order progressing are key.

The Role :

Lead, coach, develop and support the Customer Service Advisors to ensure strong performance and engagement.

Develop a continuous training programme to build skills and knowledge.

Track and report on response times, accuracy, delivery timelines, and satisfaction trends.

Monitor team and individual performance, highlighting insights and opportunities.

Support ERP / CRM optimisation to align service platforms with business strategies.

Drive initiatives that integrate physical and digital touchpoints to enhance the customer journey.

Ensure prompt and effective handling of customer enquiries and complaints.

Handle escalated customer queries, balance B2B and B2C service needs and tailor approaches by channel.

Partner with Sales, Marketing, Purchasing, Quality and Production to resolve escalations and improve processes.

You’ll Offer :

Proven experience in a supervisory customer service role.

Strong knowledge of B2B and B2C service environments.

Excellent interpersonal and people management skills.

Skilled in managing priorities under pressure.

Analytical mindset with strong problem-solving skills.

Familiarity with CRM / service platforms and KPI reporting.

Experience across multiple sales routes to market (e-commerce, retail, distribution) is advantageous.

Offers You :

Hours of work 9.00am

5.30pm

Life Assurance

Staff Discount

Cashplan Scheme