Multilingual CS Supervisor – UK/EMEA Customer Support Lead

Weber; Reading; Hybrid; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Bupa Private Medical Insurance

Pension Scheme

Life Assurance

Company Car & Fuel Card

Remote Weeks

Grill Academy Access

Welcome BBQ Gift

Weber Staff Discount

Friends and Family Discounts

Lingoda language courses

Employee Assistance Program

Regular Social Events

Job summary

Weber has a Customer Service Supervisor role based in Reading, UK, leading UK & Ireland, France, Belgium, and the Netherlands support operations. The role focuses on people leadership, operational excellence, and strategic service delivery to ensure a premium consumer experience.

The successful candidate will manage seasonal staffing, coaching, and KPI oversight, while driving cross-functional collaboration to improve the customer journey and explore upsell opportunities within service channels.

Qualifications

• Experience in a supervisory customer service role within a premium consumer brand.
• Ability to lead multilingual teams and manage seasonal workforce scaling.
• Familiarity with CRM systems and ERP tools; data-driven decision making.

Responsibilities

• Ensure full team coverage across UK & Ireland, France, Belgium, and the Netherlands.
• Lead seasonal recruitment, onboarding, offboarding, and resource planning.
• Coach, shadow, and train team members to drive performance.
• Set and monitor KPIs; address underperformance and improve processes.
• Oversee inbound consumer contacts via CRM channels; ensure SLA targets.
• Collaborate with other departments to resolve escalations and improve the customer journey.
• Identify revenue opportunities through service channels and upsell techniques.
• Support outbound sales activities during low-volume periods.
• Lead service tool implementations and participate in regional/global projects.

Skills

Leadership

People management

Customer service

English proficiency

French language

Dutch language

Forecasting

Communication

Tools

Salesforce Service Cloud

SAP/Navision

Job description

Weber has a Customer Service Supervisor role based in Reading, UK, leading UK & Ireland, France, Belgium, and the Netherlands support operations. The role focuses on people leadership, operational excellence, and strategic service delivery to ensure a premium consumer experience.

The successful candidate will manage seasonal staffing, coaching, and KPI oversight, while driving cross-functional collaboration to improve the customer journey and explore upsell opportunities within service channels.