Customer Service Supervisor

We are currently recruiting for a Customer Service Supervisor role for our Client based in Trafford Park, Manchester.

Our client is an internationally recognised provider of innovative and sustainable battery storage solutions for automotive and industrial applications.

We are currently recruiting for a Customer Service Supervisor to lead, motivate, and develop a customer service team, ensuring the delivery of a high-quality and consistent service to customers. This role will oversee customer enquiries, order processing, team performance, and continuous improvement initiatives while acting as a key link between Customer Service, Sales, Operations, and other internal stakeholders.

Key Responsibilities

Team Leadership & Performance Management:

• Lead, coach, and support the customer service team to achieve service levels and performance targets.
• Set clear expectations and conduct regular one-to-one meetings, performance reviews, and appraisals.
• Manage attendance, holidays, timekeeping, and adherence to company policies and procedures.
• Identify training needs and support the ongoing development of team members.

Customer Service Operations:

• Oversee the day-to-day handling of customer enquiries, orders, complaints, and escalations.
• Act as the main escalation point for complex or high-risk customer issues.
• Ensure accurate and timely processing of customer orders, documentation, and system updates.
• Monitor workload distribution and ensure effective resourcing to meet business demands.

Quality, KPI Management & Continuous Improvement:

• Monitor team performance against agreed KPIs, including response times, order accuracy, and customer satisfaction.
• Review customer feedback and identify trends and opportunities for improvement.
• Support the implementation of process improvements to enhance efficiency and service quality.
• Ensure compliance with internal procedures, audit requirements, and quality standards.

Stakeholder Management:

• Build and maintain effective working relationships with Sales, Operations, Logistics, Finance, and other departments.
• Liaise directly with customers to resolve issues and manage expectations.
• Provide regular reports and updates to the Customer Service Manager.

Knowledge, Skills & Experience

Essential:
• Previous experience within a customer service or service administration environment.
• Experience supervising, coaching, or leading a team.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• A customer-focused approach with strong problem-solving abilities.

Desirable:
• Experience using CRM and/or ERP systems.
• KPI reporting and performance management experience.
• Experience within a manufacturing, service, or B2B environment.

About the role

Role is full time, permanent contract

Monday to Friday

Hybrid working (3 days office / 2 days home)

Offer

• Competitive salary depending on the experience
• Annual bonus
• Pension scheme
• Private health insurance
• Life insurance
• 25 days holiday plus bank holidays

If you are an experienced customer service professional with supervisory experience and a passion for delivering excellent customer service, we would love to hear from you.

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