Customer Services Supervisor

Meridian Business Support Careers; Exeter; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading support services firm in Exeter seeks an experienced Customer Services Supervisor dedicated to enhancing customer satisfaction within a manufacturing environment. You will lead a team of Customer Service Advisors, ensuring top-tier performance and engagement while managing B2B and B2C channels effectively. Responsibilities include monitoring team metrics, developing continuous training programs, and fostering collaboration across departments to improve service delivery. This role is ideal for a proactive leader with a passion for customer service and team development.

Qualifications

• Experience in leading a customer service team in a B2B/B2C environment.
• Capability to develop training programs and monitor performance.
• Strong communication skills for handling escalated queries.

Responsibilities

• Lead and develop a team of Customer Service Advisors.
• Track and report on customer service metrics.
• Drive customer experience initiatives.

Skills

Team Leadership

Customer Service Management

Coaching

Performance Monitoring

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.

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