Job Description

Customer Services Supervisor, Sowton Industrial Estate, Exeter, Devon, EX2 7LB

Salary: 32-34k

About the Role:

We're looking for an experienced, proactive Customer Services Supervisor to lead and support our team of Customer Services Advisors, oversee day-to-day service operations and ensure that our customers, whether B2B or B2C, receive timely, accurate and friendly support. You'll work closely with colleagues across Sales, Marketing, Operations and Production, making sure every interaction reflects our company values and commitment to excellence.

About Us:

Original Style Limited is a leading UK manufacturer and distributor of premium ceramic tiles. Supplying both B2B and B2C markets we combine craftsmanship with innovation to deliver high quality products and exceptional service across the UK and internationally. We pride ourselves on being a market leader in the tile industry, known for sourcing exclusive, on-trend designs that elevate spaces with style and quality. Our passion for excellence extends beyond our exceptional product range; we are equally committed to delivering top-tier customer service that sets us apart.

Key Responsibilities:

Lead, coach, and develop a motivated customer services team. Support wellbeing and performance within your team in partnership with HR. Monitor service levels, ensuring KPIs and Service Levels are consistently met. Handle escalated customer queries, balancing B2B and B2C needs. Oversee sampling, displays and bespoke/custom order requests. Contribute to continuous improvement projects, including system upgrades (ERP, CRM, telephony, Omni channel platforms).

What We're Looking For:

Proven experience in a customer service supervisory role. A strong grasp of both B2B and B2C service environments. Excellent communication and people management skills. Confident problem-solving and analytical approach. Ability to stay calm under pressure and manage competing priorities. Familiarity with CRM systems and service performance metrics.

Working with Us:

When you join our team you're becoming part of a friendly, creative community passionate about design and exceptional customer service. Along with the opportunity to work with stunning products and inspiring customers, we offer:

Salary 32-34k Company Pension Plan Ongoing Training 20 days basic holidays increasing to 26 days with service plus bank holidays Recognition for Long Service Employee Discounts Death in Service Benefit Medicash Healthcare Cashplan (including shopping, travel and gym discounts)

TO APPLY

Applicants should send their CV and a cover letter (including current salary and salary expectations) to Jade Calvert at jcalvert@originalstyle.com.

JOB DESCRIPTION

PURPOSE OF THE ROLE

Part of the Customer Services Team and reporting to the Head of Customer Services, responsible for proactively overseeing daily operations across B2B and B2C channels. Accountable for leading, developing and supporting a team of Customer Services Advisors, maintaining service standards and driving improvements across customer experience, sampling and display initiatives. The incumbent ensures the smooth coordination between teams and the alignment with commercial priorities.

MAIN RESPONSIBILITIES

Team Leadership and Development

Lead, coach, develop and support the Customer Service Advisors to ensure strong performance and engagement. Develop a continuous training programme to build skills and knowledge.

Service Levels and Reporting

Monitor Service Level agreements and Key Performance Indicators for customer requests, orders, and sampling, ensuring that Service Levels are consistently met. Track and report on response times, accuracy, delivery timelines, and satisfaction trends. Escalate service gaps or risks and coordinate solutions with management and other departments. Drive initiatives that integrate physical and digital touchpoints to enhance the customer journey. Provide regular performance insights and recommendations to senior leadership.

Customer Experience Management

Ensure prompt and effective handling of customer enquiries and complaints. Handle escalated customer queries, balance B2B and B2C service needs and tailor approaches by channel. Supervise sampling, displays and bespoke/custom order requests. Oversee international service operations and adapt solutions to market-specific requirements.

Custom Orders and Cross-Department Coordination

Manage bespoke item requests with design, purchasing, and production. Capture insights from recurring custom requests to inform product development.

Sales and Technical Support

Provide timely support to Sales on availability, orders, and service processes. Assist with design service requests, including CAD coordination when required.

Communication and Collaboration

Coordinate customer-facing communications on product, pricing, and operational updates. Partner with Sales, Marketing, Purchasing, and Production to resolve escalations and improve processes.

Quality and Compliance

Collaborate with Quality Control and Technical teams to resolve product issues quickly and deliver seamless service. Support compliance by ensuring accurate documentation and monitoring import/export processes.

Operational Excellence

Drive workflow, system, and communication improvements. Monitor team and individual performance, highlighting insights and opportunities. Support ERP/CRM optimisation to align service platforms with business strategies.

Staff Management

Assist with recruitment and on boarding of new starters Monitor attendance, holidays, and absences, keeping clear communication with HR and management. Support staff wellbeing and performance within the Customer Services Team in partnership with HR; addressing issues in line with policy while considering individual needs.

Health and Safety

Endorse and promote a positive and conscious health and safety culture within the Company. Ensure always take reasonable care of their own health and safety and that of others who may be affected by their acts or omissions. Ensure compliance with all health and safety, quality and human resource policies and procedures of Original Style.
These are the main functions of the job but the incumbent may be required to carry out other duties as may be reasonably required to meet the demands of the business.

PERSON SPECIFICATION

To succeed in this role required attributes are:

Proven experience in a supervisory customer service role. Strong knowledge of B2B and B2C service environments. Excellent interpersonal and people management skills. Skilled in managing priorities under pressure. Analytical mindset with strong problem-solving skills. Familiarity with CRM/service platforms and KPI reporting. Experience across multiple sales routes to market (e-commerce, retail, distribution) is advantageous. Confident problem-solving with an analytical approach

BACKGROUND INFORMATION ON ORIGINAL STYLE LIMITED

Please refer to the following:

www.originalstyle.com

www.clayandrock.com

www.designworkstiles.com

www.countytilewarehouse.co.uk

Original Style is one of the U.K.'s leading manufacturers, importers and distributors with an extensive portfolio of high quality ceramic, porcelain, glass mosaic and stone tiles. The Company has been producing high quality tiles in our factory in Exeter, Devon, since 1986 and we offer a wide range of products - from contemporary large format wall and floor tiles to hand-finished glazed tiles designed in-house. Tiles are our craft and we are committed to manufacturing using traditional techniques teamed with state of the art technologies. We also source original and innovative tiles for our collections from across the globe, such as our unique glass products and mosaics, enriching our collections for a truly versatile choice. The key to our success is the experience of our highly skilled designers and craftspeople, showroom experts, customer service and all the support functions who make it a priority to ensure customer experience excellence throughout each stage of their journey with us.

With circa 190 employees, 14 tile showrooms and a global network of retailers, Original Style is committed to continuous development as an industry leader. We have recently rebranded the majority of our retail showrooms/stores to Clay & Rock, aiming to provide a premium retail experience. With continuous growth and products available in over 60 countries and over 2,000 retail outlets worldwide there's never been a more exciting time to join Original Style. Your growth is equally important to us - we will support you to reach your full potential and achieve your personal development goals.

Job Types: Full-time, Permanent

Pay: 32,000.00-34,000.00 per year

Benefits:

Additional leave Bereavement leave Company events Company pension Employee discount Enhanced paternity leave Free parking Health & wellbeing programme Life insurance On-site parking Sick pay Store discount Transport links
Application question(s):

Do you have the right to live and work in the U.K. without requiring a sponsorship visa?
Experience:

team leader or supervisor: 2 years (required) customer service: 4 years (required)
Work Location: In person