Customer Service Supervisor

Customer Service Supervisor We are looking for a proactive and organised Customer Service Supervisor to lead our post sales support department.

This is a hands on "working lead" role where you will set the standard for excellent service through your own case handling while supporting and coaching the team.

Join a premium brand in the home improvement sector, supplying high quality internal and external glazing solutions to both retail and trade customers.

Key Responsibilities

• Dual-Action Support: Manage your own daily customer emails and calls while supervising, training, and coaching team members.
• Case Management: Create and manage cases in the CRM to track all enquiries, complaints, and resolutions.
• Order Processing: Handle orders for replacement parts accurately and efficiently (no sales involved).
• Supplier Liaison: Work with suppliers to arrange replacements, resolve issues, and process product claims.
• Monthly Reporting: Prepare and submit performance reports for both the department and suppliers.
• Continuous Improvement: Identify internal and external issues, propose solutions, and collaborate with other departments to enhance processes.
• Systems Management: Update and maintain Sage, Magento, and other internal systems.

Requirements

• Experience: Several years' experience in customer service.
• Ideal for someone stepping into a supervisory role or a current supervisor seeking a new challenge.
• Good Problem Solver: Able to investigate cases thoroughly, gathering facts, images, and videos to reach balanced resolutions.
• Technical Aptitude: Experience with technical product queries is beneficial, but full training will be provided.
• Strong Organisation: Able to manage your own caseload while supporting others.
• Excellent Communication: Clear and confident verbal and written communication skills.

Why Join Us?

• Early finish every Friday
• No weekend work