Customer Services Supervisor

Equals One Ltd; West Kirby; On-site; GBP 34,000 - 36,000; Full time

Job summary

Tyrenet is seeking a Customer Services Supervisor in Liverpool to lead a busy CSL team, ensuring fast, friendly, first-class service. The role requires hands-on leadership across daily operations, with responsibility for coaching, rota planning, and escalation handling.

You will oversee call handling, case logging, and liaison with roadside partners, maintaining service standards and driving improvements in a fast-paced, logistics-focused environment.

Qualifications

• Experience in customer service supervisory or senior advisor role in a contact centre environment.
• Logistics or transport experience is advantageous.

Responsibilities

• Supervise, motivate, and support the customer service team to deliver high-quality service.
• Monitor performance metrics (e.g. call handling times, service levels, job completion times).
• Conduct coaching, feedback sessions, and occasional one-to-one reviews with support from the Operations Manager.
• Assist with rota planning and resource allocation to ensure adequate coverage.
• Ensure adherence to procedures, data accuracy, and safety compliance.
• Log and manage cases using internal systems; coordinate roadside assistance with partners.

Skills

Customer service supervision

Logistics experience

Job description

Customer Services Supervisor

Location: Liverpool, Estuary Business Park

Contract: Permanent, Full-Time

Work Pattern: On-site

Salary: £34,000-£36,000 per annum

Hours: 40 hours per week, worked across flexible shifts including occasional weekends on a rota basis

The Challenge

As a Customer Services Supervisor at Tyrenet, you'll play a vital role in ensuring the delivery of fast, reliable, and friendly, first-class service to our customers. We combine reliable customer service with operational excellence to deliver results for our clients across logistics, transport, and commercial vehicle fleets.

This role acts as the escalation point for complex queries, supports team development, ensures compliance with processes, and contributes to service improvements. Responsible for overseeing the day-to-day performance of the customer service team to ensure all calls and customer enquiries are handled promptly, professionally, and in line with Tyrenet's service standards, the Customer Services Supervisor plays a pivotal and hands-on role in our operation.

The Approach

We're looking for someone who is proactive and solutionsfocused, who thrives in a fast-paced environment and is passionate about delivering excellent service and solving problems under pressure.

With a commitment to continuous improvement, adaptable to change and demonstrating a high level of resilience, the successful candidate will take the lead in delivering exceptional service and maintaining high standards.

You’ll be part of a supportive, team-focused environment where attention to detail and customer care make a real difference.

Key Responsibilities

Team Leadership & Performance

• Supervise, motivate, and support the customer service team to deliver high-quality service.
• Monitor performance metrics (e.g. call handling times, service levels, job completion times).

• Conduct coaching, feedback sessions, and occasionally one-to-one reviews with the support of the Operations Manager.
• Assist with rota planning and resource allocation to ensure adequate coverage.

Quality, Compliance & Processes

• Ensure adherence to operational procedures, data accuracy, and safety compliance.
• Identify process gaps and support the implementation of improvements.
• Monitor and manage workflow to ensure service delivery levels are maintained by effectively allocating jobs.
• Maintain up-to-date knowledge of service standards, industry requirements, and Tyrenet systems.

Service Delivery

• Handle incoming calls from customers, providing reassurance and clear communication
• Use internal systems to log and manage cases efficiently
• Coordinate roadside assistance with external tyre partners
• Monitor progress and keep customers updated throughout
• Close cases and ensure accurate record-keeping
• Support the Operations Manager and team with daily operational tasks
• Identify opportunities to improve processes or service delivery

The Candidate

We're looking for someone who brings:

• Previous experience in customer service supervisory or senior advisor role in a contact centre environment, or similar.
• Logistics or transport experience is advantageous but not com