Job Description

Job Overview

We are seeking an experienced and dynamic Customer Service Supervisor to lead our customer service team. The ideal candidate will oversee daily operations, ensure exceptional service quality, and foster a positive environment for both clients and staff. This role requires strong leadership, excellent communication skills, and the ability to manage multiple projects effectively. The Customer Service Supervisor will play a key role in maintaining customer satisfaction and driving sales growth through effective team management and strategic analysis.

Call and e-mail auditing

Audit customer support calls and emails to ensure accuracy quality and compliance with organisational standards Review communications for professionalism clarity data protection and safeguarding requirements Identify trends risks and recurring issues within customer interactions Provide constructive feedback and recommendations audit findings

Mobile phone Support Operations

Support the delivery of high-quality mobile phone customer support services Ensure customer inquiries and issues are handled in line with policies and service level expectations Liaise with Operations team to resolve complex or escalated issues Promote consistent and accurate information across all customer communications

Team Collaboration

Work closely with support teams to improve service quality and customer service Share order insights best practice and performance trends with colleagues Contribute to team meetings coaching sessions improvement initiatives Support training and development by reinforcing quality standards

Administration and Reporting

Maintain accurate audit records reports and performance documentation Track actions and improvements resulting from audit outcomes Ensure records on managed securely and in line with data protection requirements Provide accurate Call Centre KPI data to customer Liaise with customer point of contacts
Job Type: Full-time

Pay: 32,000.00-35,000.00 per year

Work Location: In person