Job Description

Overview

An exciting opportunity has arisen to join us here at Newsquest Media Group, home of your local newspaper as Customer Care Supervisor responsible for the day to day supervision and development of a small team (3.5 fte) of customer care agents. Providing best in class customer care over the phone, live chat and via a ticketed service desk within agreed timeframes.

Summary

We are seeking a Customer Care Supervisor to join our team in the vibrant field of local newspaper publishing in the UK. This role is essential in ensuring exceptional customer care and support, contributing significantly to our mission of connecting communities through reliable journalism.

Responsibilities

Oversee daily operations of the customer care department to ensure high-quality service delivery. Train, mentor, and manage customer care representatives to enhance their performance. Develop and implement customer care policies and procedures that align with company standards. Analyse customer feedback and data to improve service offerings and processes. Handle escalated customer inquiries and resolve issues effectively. Collaborate with other departments to enhance overall customer satisfaction. Monitor team performance metrics and provide regular reports to management. Foster a positive team environment that encourages collaboration and growth

Requirements

Proven experience in a supervisory or management role within customer care - minimum 2 years please Strong leadership skills with the ability to motivate and develop team members. You'll have a real passion for right first time customer care and will role model this in everything that you do. Excellent communication skills, both verbal and written. Proficiency in English; a skilled and patient communicator is required to succeed in this role. Strong analytical skills for assessing performance metrics and customer feedback, the ability to use this knowledge in 1:1's to further develop individual and team capability. Ability to manage multiple tasks effectively in a fast-paced environment. Enthusiastic, innovative, creative and confident - to succeed in this role you will be tenacious in your approach, seeing tasks through to completion in a timely manner. Proficient in Microsoft office, experienced in CRM systems. Service desk experience , HubSpot or similar essential. Possess a good level of technical knowledge across a range of android and Apple devices; you and your team will provide overflow support for our digital line and helpdesk at busy times. Experience in mail merges and v-look ups advantageous, but not essential as full training will be given.

Call-To-Action

If you are passionate about leading teams and enhancing customer experiences in the world of publishing, we invite you to bring your expertise to us here in Newspaper Sales. Apply now and help us shape the future.

Job Types: Full-time, Permanent

Pay: From 27,500.00 per year

Benefits:

Company events Company pension Cycle to work scheme Employee discount Health & wellbeing programme On-site parking Sick pay
Work Location: In person

Application deadline: 15/08/2025
Reference ID: PCCS/SBV
Expected start date: 20/08/2025