Customer Service Supervisor in Ealing, London

Key Responsibilities
Team Leadership & Supervision
- Supervise a team of 6 Customer Service Advisors / Representatives on a daily basis.
- Plan and allocate workloads, shifts and breaks to ensure adequate coverage.
- Act as the first point of escalation for complex or sensitive customer queries.
- Provide on-the-job guidance, coaching and support to team members.

Performance Management
- Monitor individual and team performance against agreed KPIs (e.g. response times, quality scores, customer satisfaction, call handling metrics).
- Conduct regular 1:1s, feedback sessions and informal performance reviews.
- Identify training needs and work with management/HR to arrange appropriate training and development.
- Support formal performance processes where necessary, in line with company policies.

Customer Service Delivery
- Ensure all customer interactions (phone, email, chat, social media, etc.) follow agreed scripts, standards and service levels.
- Handle complex complaints and queries, resolving them promptly and professionally.
- Make decisions within defined authority limits to resolve issues and protect customer relationships.
- Promote a customer-focused culture, ensuring customers are always treated fairly and respectfully.

Process & Quality Control
- Ensure adherence to customer service processes, procedures and compliance requirements.
- Conduct quality checks (e.g. call monitoring, ticket reviews) and provide constructive feedback.
- Identify recurring issues or process gaps and suggest improvements to management.
- Support implementation of new systems, processes or policies within the team.

Reporting & Communication
- Produce and maintain accurate records of performance, issues and escalations.
- Provide regular reports and updates to the Customer Service Manager on team performance, trends and risks.
- Communicate changes in policies, products, pricing or procedures to the team clearly and promptly.
- Collaborate with other departments (e.g. Sales, Operations, IT, Finance) to resolve cross-functional issues impacting customers.

People & Culture
- Support recruitment, onboarding and induction of new team members.
- Foster an inclusive, supportive and high-performing team environment.
- Promote adherence to company values, code of conduct and health & safety standards.

Working hours as required to conduct the role but a standard week based upon Monday - Friday.

Skills & Experience
- Ideally experience working for a Pallet or Parcel Distribution business in Customer Service or similar Transport / Logistics Industry
- Proven experience in a customer service role, ideally in a contact centre or similar environment.
- Previous experience in a senior advisor / team lead / supervisory position.
- Strong communication skills (verbal and written) with the ability to handle difficult conversations.
- Ability to coach, motivate and support team members to achieve performance targets.
- Good organisational skills with the ability to prioritise and manage multiple tasks.
- Competent IT skills, including use of customer service / CRM systems and Microsoft Office (or equivalent).

Personal Attributes
- Customer focused mindset with a commitment to delivering high-quality service.
- Calm and resilient under pressure, able to manage high volumes and challenging situations.
- Fair and consistent in managing people, with strong interpersonal skills.
- Problem solving, with the ability to use sound judgement within defined guidelines.
- Positive, proactive and open to change and continuous improvement.

Package and Benefits

£40-45,000 Basic Salary
Bonus TBC after probation period
20 Days holiday
Pension