Customer Service Supervisor

Do you have experience leading a customer service or order management team? Are you well organised, resilient and confident engaging with internal and external stakeholders at all levels? Would you like to work in a fast paced, operational environment where planning and communication are critical? If you take pride in delivering excellent customer service while motivating others to do the same then this could be an excellent opportunity for you!

The Role

We are looking for an experienced Customer Services Supervisor to lead our Customer Service team at Tarmac Stancombe, Flax Bourton near Bristol. You will work 8 hours per day, Monday to Friday, supporting a busy operational site serving a varied customer base. This site based role is easily accessible from Weston super Mare, Bristol, Chepstow, Newport, Cardiff, South Gloucestershire and surrounding areas.

What You'll Be Doing

Reporting to the Distribution Manager, you will be responsible for the day to day leadership of the Customer Service team and the delivery of a consistently high level of customer service. Key responsibilities include:

• Lead, coach and performance manage the customer service team to deliver outstanding customer service
• Ensure the team is effectively resourced, utilised and motivated
• Provide constructive feedback to improve service quality
• Identify skills gaps & organise training
• Track & report on key metrics such as response time, call handling and order accuracy
• Identify recurring customer issues and root causes
• Ensure compliance with customer policies and procedures
• Champion best practice systems and processes, contributing to continuous improvement
• Build strong relationships with customers and internal stakeholders across Production, Commercial and logistics teams

What We're Looking For

Previousexperience in a customer service supervisory or leadership role

• Strong IT skills, including MS Word and Excel
• Experience with Salesforce CRM or similar systems (advantageous, training provided)
• Excellent communication skills and a confident telephone manner
• Strong organisational skills and attention to detail
• A proactive, positive and solution focused approach
• Ability to remain calm and resilient when working under pressure
• An approachable leadership style with the ability to motivate others
• Flexibility and collaboration within a team based environment
• A desire to grow, develop and succeed
• Experience leading or supervising a customer service, internal sales, logistics or dispatch/shipping team
• Ability to build effective relationships with customers and internal stakeholders
• Ability to persuade, manage, motivate and guide others

Why Tarmac

Alongside this role, you'll have access to industry leading rewards, development opportunities, and a culture that puts people first, including:

• Bonus scheme
• Enhanced holiday entitlement
• Contributory pension scheme
• Access to the Tarmac Reward website with discounts on retailers, holidays, etc.
• Access to our Employee Assistance helpline for free and confidential advice
• Access to join our Employee Communities (employee networks) we currently have nine communities inc. (REACH) Religious, Ethnic, Cultural Heritage, LGBTQ+, Parents & carers, Ability, Wellbeing, Female voice and menopause
• Training and development opportunities

Tarmac is committed to being a Forces friendly employer. If you're coming from a military background, we'll support your transition and help you build a successful career with us.

We're proud to be part of CRH, and even prouder to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. If you need any reasonable adjustments during the recruitment process, just let us know, we're here to support you.