Customer Service Supervisor

Customer Service Supervisor – 37.5 hours

Remote Working with training in Nottingham

£26,000

Start dates in October!

Harper Recruitment are proud to be working in exclusive partnership with a leading designer brand. We are looking for a proactive leader to support the Customer Service Team in delivering exceptional service to a global customer base. You will manage escalated enquiries, authorise goodwill gestures, monitor team performance, and ensure the customer service operations run smoothly. The Supervisor will also support in shift planning, coaching team members, and act as a key contact between the CS team and other departments.

What does the role involve?

• Supervising daily operations of the Customer Service Team and ensuring that performance targets are consistently met
• Providing guidance and support to team members including handling escalated customer issues and conducting performance reviews with the team
• Conducting regular team meetings to share updates, discuss best practise, and address any concerns
• Assisting with onboarding and training of new agents
• Handling complex customer enquiries via various channels, ensuring timely resolution and customer satisfaction
• Liaising closely with logistics, eCommerce, and product teams to resolve issues that require cross-functional collaboration
• Monitoring and reviewing customer complaints to identify trends and areas to improve – providing feedback to Senior Management
• Assing with shift planning including monitoring real time team activity and making necessary adjustments to coverage based on volume spikes and resource availability
• Overseeing daily administration tasks such as tracking team performance, updating databases, and preparing reports for Senior Management
• Identifying opportunities to streamline and improve existing processes, and ways to enhance customer experience

Who are we looking for?

• Strong leadership and team building skills
• A genuine passion for Customer Service with excellent communication skills
• Ability to adapt in a fast-paced environment and manage fluctuating workloads
• Pro-active problem-solving skills and a can-do attitude
• Experience using Zendesk or similar CRM system

More Information

• Shifts Patterns Monday to Friday: 7:00-15:30/8:00-16:30/9:00-17:30/12:30-21:00
• Remote working after 2 weeks of training in Nottingham city centre
• You may be required to attend meetings from time to time in the office, for ad hoc collaboration

Submit your CV today to apply!

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future. We are also hiring for remote weekend workers for this position.