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:
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
