Customer Service Supervisor

Right Now Group are recruiting for a Customer Service Supervisor to join an established transport and logistics business based in Colnbrook.

This is a hands-on supervisory position, responsible for the day-to-day management and support of the Customer Service team, ensuring customers receive a professional and proactive service while shipments, bookings and operational issues are managed efficiently.

You will act as the first point of escalation for the Customer Service Agents, supporting the team with more complex enquiries and operational problems while remaining hands-on during busy periods.

The position would suit an experienced Customer Service Supervisor or Senior Customer Service professional from a Freight, Transport, Logistics or Courier environment who enjoys leading people while still being involved in the day-to-day operation.

Key Responsibilities of a Customer Service Supervisor:

Supervise and support the Customer Service team on a day-to-day basis
Manage workloads and ensure customer enquiries and bookings are handled efficiently
Act as the first point of escalation for Customer Service Agents
Guide team members through operational issues and take ownership of more complex problems when required
Remain hands-on with customer bookings during busy periods
Oversee live shipments and ensure customers receive regular and accurate updates
Monitor direct drive shipments and ensure charges and customer updates are managed correctly
Review operational issues and mistakes with the team, using these as opportunities for coaching and development
Ensure collection and delivery deadlines are accurately maintained
Oversee shipment charges and ensure information is entered correctly
Challenge incorrect or missing charges with relevant teams and stations
Review invoices relating to specialist movements
Maintain accurate customer and operational information within company systems
Produce weekly, monthly and ad-hoc customer and operational reports
Develop and maintain strong relationships with customers
Work closely with internal operational teams and stations to resolve shipment issues
Provide clear handovers and ensure important operational information is communicated across the team
Support the wider Customer Service department with additional duties where requiredThe Supervisor will also have responsibility for reviewing operational issues and mistakes with the team, identifying how similar problems can be avoided and using these situations as training opportunities.

Skills & Experience Required for a Customer Service Supervisor:

Previous experience within Customer Service, ideally within Freight, Transport, Logistics, Courier or Express Distribution
Previous supervisory, team-leading or senior-level Customer Service experience
Strong people management and team supervision skills
Comfortable coaching, supporting and developing Customer Service Agents
Able to lead from the front and remain hands-on when the operation is busy
Confident acting as the first point of escalation for customer and operational issues
Excellent telephone and written communication skills
Strong customer relationship management skills
Able to manage multiple priorities within a fast-paced environment
Good attention to detail when reviewing bookings, charges and shipment information
Strong problem-solving skills with the ability to take ownership of issues
Comfortable working to service levels and operational deadlines
Good administrative and reporting skills
Freight, logistics, courier or European road transport knowledge would be highly advantageous
Professional, reliable and proactive approach

Salary & Benefits for a Customer Service Supervisor:

£38,000 - £45,000 depending on experience
Monday to Friday
Choice of 09:00 - 18:00 or 10:00 - 19:00
Some flexibility around working hours will be required depending on operational requirements
Permanent, full-time position
Company mobile phone and laptop provided
Hands-on responsibility for supervising the Customer Service team
Established transport and logistics operation
Opportunity to combine people management with operational Customer Service
Exposure to UK and European transport movementsIf this Customer Services Supervisor role sounds of interest, please apply online now
Only candidates based in UK and eligible to work in UK are allowed