Customer Services Supervisor (Maternity Cover)

William Jackson Food Group; Hull Bridge; On-site; GBP 28,000 - 34,000; Full time

Job summary

The Customer Service Supervisor at William Jackson Food Group oversees the daily operations of the Customer Service Team, delivering consistent service and driving improvements while upholding Jackson's values.

This maternity cover role, working Monday to Friday 8am-4pm, focuses on team performance, KPI reporting, handling invoice queries, and building strong relationships with customers and internal departments.

Qualifications

• Experience in a Customer Service team would be advantageous
• Experience with ERP systems would be advantageous but not essential
• Proficient in Microsoft Office

Responsibilities

• Supervise the day-to-day operations of the customer service department, maintaining a customer focus
• Deliver excellent customer service and respond to queries in a timely manner
• Build positive working relationships with customers and internal stakeholders
• Conduct regular calls and reviews with customers to discuss performance
• Manage invoice queries with finance and commercial teams to keep levels acceptable
• Generate, verify and maintain business KPIs
• Ensure export and customs documentation is completed in a timely manner

Skills

Customer service

Leadership

Communication skills

Problem solving

Attention to detail

Tools

ERP systems

Microsoft Office

Job description

Job Summary

The Customer Service Supervisor manages the day-to-day operations of our Customer Service Team whilst embodying Jackson's values. The role is customer focused and looks to drive improvements across the department. The Customer Services Supervisor is responsible for team performance, reporting of business and customer KPIs, managing invoice queries, building relationships, team development whist driving and maintaining excellent customer relationships.

Working days : Mon to Fri - 8am to 4pm. This is a temporary maternity cover position.

Key Areas of Responsibility

• Supervise the day-to-day operations of the department, always maintaining a customer focus
• Deliver excellent customer service, responding to all queries in a timely manner
• Build positive working relationships with customers, interacting regular, to forge strong bonds
• Undertake regular calls and reviews with customers to discuss ongoing customer service performance.
• Adopt a professional working relationship within all relevant business depts
• Maintain and develop effective customer services policies and procedures
• Take Line Management responsibility for customer service assistants, training , mentoring and developing as appropriate
• Manage our levels of invoice queries and working closely with finance and commercial colleagues to keep these at an acceptable level.
• Generate, verify and maintain business KPI's
• Ensure all relevant Export and Customs documentation is completed in a timely manner

You will:

• Need to meet our cultural aspirations
• Have proven track record in Customer Services or similar role
• Be proficient in Microsoft packages, and ideally a knowledge of ERP systems
• Have excellent communication skills and be able to communicate effectively with both external and internal customers
• Strong leadership and motivational skills
• Be customer services orientated, with a problem solving attitude
• Take a sense of ownership in your work
• Have great attention to detail
• Be a Jacksons Ambassador

Those who know you would describe you as:

Customer focused

An excellent communicator

A strong team worker

A logical thinker, and problem solver

Qualifications

• Experience in a Customer Service team previously would be advantageous
• Experience of ERP systems would be advantageous but not essential