Customer Service Supervisor

Overview

As Customer Service Supervisor, you will support the Customer Support Manager in delivering Arjo's customer service strategy while leading and developing a high performing team. You will be responsible for ensuring operational excellence, driving service improvements, and creating a positive culture where employees are empowered to deliver exceptional customer experiences.

Key Responsibilities

• Lead, coach, and develop a multi functional customer service team.
• Manage recruitment, onboarding, performance reviews and employee development.
• Monitor team performance against KPIs and service targets.
• Analyse telephony reporting and operational data to identify trends and implement improvements.
• Conduct regular team meetings and one to one discussions.
• Create training and development plans to ensure team members have the skills and knowledge needed to succeed.
• Recognise and reward high performance while fostering strong team morale and engagement.
• Drive continuous improvement initiatives that enhance customer experience and increase first time resolution rates.
• Manage and resolve escalated customer complaints through to successful conclusion.
• Work collaboratively across departments to improve processes and operational efficiency.
• Deputise for the Customer Support Manager when required.

Essential Skills & Experience

• Previous experience supervising or leading customer service or operational teams.
• Proven ability to build, develop, and motivate high performing teams.
• Strong understanding of customer service best practice and performance management.
• Excellent communication and interpersonal skills.
• Ability to handle sensitive situations with professionalism, tact, and confidentiality.
• Strong organisational skills with excellent attention to detail.
• Experience analysing KPIs and performance data to drive improvements.
• Ability to work independently and make informed decisions.
• Strong customer care and telephone communication skills.
• Competent in Microsoft Office, including Excel, Word, Outlook, and PowerPoint.

Desirable Experience

• Experience working within a quality managed environment.
• Knowledge of ISO 9001 quality management systems.
• Experience supporting continuous improvement and service excellence initiatives.

Diversity & Inclusion

Arjo is proud to be Disability Confident and committed to inclusive employment practices. We encourage applicants from all parts of society and support reasonable adjustments for the interview process.

We pledge to the Armed Forces Covenant and are a member of the Mental Health Charter, promoting mental well being in the workplace.

Benefits

Competitive salary and benefits package, ongoing training and development opportunities, supportive and collaborative working environment, and career progression within a global organisation. The chance to lead a team that makes a genuine impact every day.