Overview
Customer Service Supervisor
Location: Erith
Department: Customer Services
Type: Full time, Permanent
Location: Erith, Kent
Department: Customer Service
Reports to: Customer Manager
About the Role
We are seeking a proactive and people-focused Customer Service Supervisor to lead and support our front-line customer service function. In this dual-focused role, interacting directly with customers to resolve queries, deliver excellent service and ensure a positive experience as well as focus on supporting all customer contact points, ensuring they have the resources, processes, and operational support needed to maximize efficiency and deliver outstanding results.
As a key link between customers, sales employees, and internal teams, you will supervise day-to-day operations, coach team members, and ensure service standards are consistently met.
Key Responsibilities
Customer Interaction
- Handle escalated customer queries via phone, email, and ticketing system, ensuring timely resolution
- Maintain a high level of professionalism and empathy in all customer interactions
- Monitor service levels and customer satisfaction, taking action to resolve issues and improve performance
- Ensure customer issues are logged, tracked, and followed through to completion
Sales Employee and Contact Point Support
- Provide operational and administrative support to the various customer contact points and sales employees
- Assist with order processing issues, account updates, and documentation
- Act as a first point of contact for sales employee enquiries and resolving customer issues efficiently
- Work alongside company process manager to identify process improvements to streamline consultant workflows
Team Supervision & Leadership
- Supervise the day-to-day performance of the customer service team
- Train, coach, and mentor team members to deliver exceptional service and sales support
- Monitor team KPIs, workload, and productivity, providing feedback and support
- Contribute to scheduling, resource planning, and workload distribution
Skills & Experience
Essential:
- Previous experience in a supervisory role within customer service or sales support
- Strong communication and interpersonal skills with a customer-first mindset
- Ability to balance customer interaction with back-office support responsibilities
- Excellent organisational skills with the ability to manage multiple priorities
- Strong problem-solving skills with a proactive, solution-focused approach
- Experience working in a sales-driven environment
Desirable:
- Knowledge of reporting and KPI monitoring tools
- Background in training or coaching customer service staff
What We Offer
- A supportive team culture built on collaboration and respect
- Opportunities to grow your leadership and sales support skills
- Competitive salary and benefits package
- The chance to make a meaningful impact by shaping both customer and consultant experiences
Salary: £30,000-£33,000
Hours:
Benefits:
