Senior Service Supervisor

Tonbridge & Malling Borough Council; Tonbridge; On-site; GBP 80,000 - 100,000; Full time

Job summary

A local government organization in Tonbridge seeks a Senior Service Supervisor to lead the Customer Services team, ensuring excellent service delivery and driving digital transformation. The ideal candidate will have strong leadership skills and a background in managing high-quality customer service. This role involves coordinating staff, monitoring service performance, and fostering a culture of improvement. Opportunities for personal development are included.

Qualifications

• Experience managing a high-quality customer-focused service.
• Proven ability to lead teams and handle challenging customer situations.
• Excellent organizational, communication, and IT skills.

Responsibilities

• Lead, manage, and develop a team of Customer Service Advisors.
• Oversee staff deployment and performance appraisals.
• Champion digital service delivery and transformation initiatives.

Skills

Customer service leadership

Organizational skills

Communication

IT skills (MS Word, Excel, Teams, SharePoint)

Social media skills

Job description

Overview

Are you passionate about delivering outstanding customer service and leading teams to success? Tonbridge & Malling Borough Council is seeking a dynamic and motivated Senior Service Supervisor to join our Central Services team based at Kings Hill and Tonbridge Castle. This is a fantastic opportunity for an experienced supervisor or manager to make a real impact in a high-profile, customer-facing environment. As Senior Service Supervisor, you will provide effective leadership to our Customer Services team, ensuring every customer receives an excellent experience, whether online, via web chat, social media, phone, email, face-to-face, or written correspondence. You will work closely with the Tonbridge Castle, Events & Customer Services Manager to drive digital transformation, embed service improvements, and support commercial activities at the Castle. It will be important for you to be able to work at both our sites in Kings Hill and Tonbridge; travel between sites on some days may be required.

Key Responsibilities

• Lead, manage, and develop a team of Customer Service Advisors, ensuring high performance, discipline, and welfare.
• Oversee staff deployment, rotas, and performance appraisals.
• Monitor and report on service statistics, KPIs, and financial takings.
• Champion digital service delivery and transformation initiatives.
• Work with our Communications team to ensure a social media presence along with website improvements for the Castle and Customer Services.
• Ensure all enquiries are responded to promptly and to the highest standard.
• Handle cash management, contracts, and service level agreements.
• Maintain health & safety standards, conduct risk assessments, and support emergency planning.
• Foster a culture of continuous improvement and personal development.
• Play a key role in shaping the future of customer services and commercial operations at Tonbridge Castle.
• Enjoy opportunities for personal development and training.
• Work in a supportive environment where your ideas and initiative are valued.
• Experience managing a high-quality customer-focused service.
• Proven ability to lead teams, allocate work, and handle challenging customer situations.
• Excellent organisational, communication, and IT skills (MS Word, Excel, Teams, SharePoint).
• A professional, empathetic approach and the confidence to take the lead in complex situations.
• Strong social media and website skills.
• Willingness to work weekends and occasional bank holidays on a rotational basis.

Qualifications

• Experience managing a high-quality customer-focused service.
• Proven ability to lead teams, allocate work, and handle challenging customer situations.
• Excellent organisational, communication, and IT skills (MS Word, Excel, Teams, SharePoint).
• A professional, empathetic approach and the confidence to take the lead in complex situations.
• Strong social media and website skills.
• Willingness to work weekends and occasional bank holidays on a rotational basis.