Customer Service Supervisors

The Customer Service Supervisor is responsible for supervising day‑to‑day customer service operations within the non‑clinical recruitment department of a healthcare recruitment agency. The role focuses on front‑line service delivery, staff supervision, performance monitoring, and issue escalation, ensuring service procedures and standards are followed consistently.

This is a non‑clinical, supervisory role with no responsibility for clinical decision‑making, service strategy ownership, or departmental management.

Key Duties and Responsibilities

• Supervise customer service staff providing support to non‑clinical recruitment activities
• Provided high-quality customer support through phone, email, and face-to-face interactions, always maintaining a professional, friendly, and customer-focused approach
• Handled customer enquiries, complaints, and service requests efficiently, ensuring timely resolutions that met both customer expectations and company standards
• Allocate daily workloads, tasks, and priorities to service teams
• Monitor service queues, response times, and resolution outcomes
• Ensure service procedures and operational guidelines are followed consistently
• Check the quality and accuracy of customer service interactions and documentation
• Maintained accurate and up-to-date customer records using Customer Relationship Management (CRM) systems, ensuring data integrity and full compliance with General Data Protection Regulation (GDPR) requirements.
• Followed all company policies, procedures, and compliance requirements, maintaining a high standard of professionalism at all times.
• Ensure service delivery meets agreed internal service standards and SLAs
• Identify recurring service issues and escalate them to management
• Support the implementation of service improvements introduced by senior management
• Act as the first escalation point for non‑clinical service queries or complaints
• Support service delivery to healthcare clients, including NHS trusts and private providers
• Ensure clear and professional communication with non‑clinical candidates throughout the recruitment process
• Assist in resolving service‑related issues promptly and professionally
• Provide day‑to‑day guidance, support, and coaching to customer service staff
• Supported the onboarding and training of new team members, helping them settle into their roles and understand processes quickly.
• Monitor individual performance and provide feedback to improve service quality
• Raise performance or conduct concerns to the line manager where appropriate
• Supervise administrative recruitment compliance activities, including:
  • Right to Work documentation checking
  • DBS coordination (where required)
  • Records management and document accuracy
• Ensure records are maintained accurately and in line with procedures
• Escalate compliance issues or risks to management for review
• Maintain basic service performance records and reports
• Provide regular updates to the Operations Manager or Service Manager
• Communicate service issues, staffing concerns, and operational risks appropriately
• Participate in team meetings and service update briefing

Skills & Competencies

Experience supervising customer service or support teams

Strong organisational and communication skills

Ability to manage workloads and priorities in a fast‑paced environment

Good problem‑solving and customer handling skills

Attention to detail in administrative and service tasks

Experience & Qualifications

Previous experience in a customer service or supervisory role

Experience supporting operational service delivery

Education to secondary level or equivalent experience

Supervisory or customer service training desirable