At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer experiences daily.
- Company: Join a global distribution company in the vibrant Ealing borough.
- Benefits: Enjoy a competitive salary, bonus potential, 20 days holiday, and pension.
- Other info: Be part of a supportive culture that values growth and teamwork.
- Why this job: Make a real difference by improving customer service and team performance.
- Qualifications: Experience in customer service and leadership roles is essential.
The predicted salary is between 45000 - 55000 £ per year.
We are recruiting for a Global Distribution company based in the Ealing borough of Greater London they are looking for a Customer Service Supervisor responsible for the day-to-day supervision of the customer service team circa 6 staff, ensuring that customers receive timely, accurate and professional support.
The role focuses on team leadership, performance management, process adherence and continuous improvement in customer experience and team building.
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
- Bonus TBC after probation period
- 20 Days holiday
- Pension
- #J-18808-Ljbffr
Customer Service Supervisor in London employer: Freight Personnel
Join a dynamic and supportive team at our well-established freight forwarder, where your role as a Freight Customs Clerk will be pivotal in delivering exceptional service to our clients. With a strong emphasis on employee growth, we offer competitive salaries, generous holiday allowances, and regular incentives, all within a collaborative work culture that values your contributions. Located in a thriving area, this position not only provides meaningful work but also the opportunity to develop your skills in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Freight Personnel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Freight Personnel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Supervisor in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Freight Personnel:Your cover letter is your chance to shine! Tell us why you want to work at Freight Personnel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Freight Personnel!
How to prepare for a job interview at Freight Personnel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
