Job Description

About Us:

We are a specialist timber manufacturer based in Sutton on Trent, known for crafting high-quality sheds, summer houses, and custom timber buildings. With increasing demand and a growing national customer base, we're looking for a dedicated

Sales & Customer Care Journey Supervisor

to oversee the end-to-end customer communication experience

Role Overview:

This is a fully office-based supervisory role focused on managing and improving the full customer journey -- from initial enquiry to aftersales support. You will lead and support a team of 4 sales and customer care agents who communicate with customers via phone, email, and webchat, ensuring a consistent, efficient, and professional experience at every stage.

Key Responsibilities:

Supervise day-to-day operations of the sales and customer care office team. Ensure all customer enquiries, sales, and aftercare requests are handled promptly and professionally via phone, email, and webchat. Monitor and improve the performance and productivity of the team. Implement strategies to meet set business targets and manage efficiency across the Team Track and manage the flow of customer orders through internal systems, coordinating with production and delivery teams. Experience using ERP Systems is essential. Resolve escalated customer issues effectively, balancing customer satisfaction with business needs. Provide coaching, support, and feedback to team members to drive excellent service standards. Analyse customer service data to identify trends, recurring issues, and opportunities for improvement. Collaborate with management to refine customer journey processes and improve response times and satisfaction. Maintain up-to-date knowledge of products and services to support team training and customer accuracy.

Key Requirements:

Experience in a customer care, contact centre, or sales team supervisory role. Strong people management and leadership skills. Excellent written and verbal communication skills. Proficiency with CRM systems and digital communication tools. (Monday.com, WooCommerce, and HubSpot are highlight beneficial) Well-organised with a sharp eye for detail and process improvement. Confident handling complaints, feedback, and fast-paced team dynamics. Comfortable working onsite full-time in a busy office environment

Desirable:

Experience in manufacturing, home improvement, or e-commerce environments. Familiarity with timber products or outdoor building materials (training provided). Experience implementing customer service KPIs or SLAs.

What We Offer:

A secure and permanent role in a growing and respected business. Monday-Friday working hours (no weekends). A supportive team culture focused on professionalism and continuous improvement. Staff discount, onsite gym, onsite canteen, free parking
Job Types: Full-time, Permanent

Pay: 29,000.00-34,000.00 per year

Benefits:

Canteen Employee discount Free parking On-site gym On-site parking
Ability to commute/relocate:

Sutton on Trent NG23: reliably commute or plan to relocate before starting work (required)
Experience:

Supervising: 3 years (required) Direct sales: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person