Customer Service Supervisor, HEO, Perm, Liverpool.

Customer Service Supervisor, HEO, Perm, Liverpool.

The Customer Service department is made up of our Contact Centre, Complex Correspondence and Customer Relations teams. Together these three teams deal with over 100,000 customer contacts by telephone, email and letter every year.

As a Customer Service Supervisor in the Complex Correspondence team, you will ensure the quality, accuracy, and speed of responses to customers, by providing day-to-day supervision of the complex correspondence team and support to the Customer Relations team and Contact Centre. You will provide direction, feedback and advice to a team of advisors who are responsible for dealing with requests for advice and guidance from trustees about running and managing their charity and to members of the public who may wish to raise concerns about how a charity is operating.

You will ensure that we provide high quality advice and excellent customer service to the Commission’s customers so that we can support charities to deliver their charitable purpose. You will do this by inspiring and motivating your colleagues to understand and take ownership of customer queries so we can resolve customer queries at the first point of contact. You will ensure queries are answered to agreed standards and timelines and handle escalations, including some complaint work, by telephone and in writing.

You will also be responsible for supporting an environment of continuous learning and development. You will conduct quality reviews of interactions with customers, providing constructive feedback to staff as well as identifying and sharing information on trends with the Customer Service senior team.

Key Responsibilities

• Operational Service Delivery - Managing the day-to-day operation and ensuring service delivery objectives are achieved across all customer contact channels. Monitor performance against agreed service standards, customer commitments and operational targets, taking appropriate action were performance falls below expectations.
• Team Leadership & People Management - Lead, motivate and develop Customer Service Advisors, creating a positive and inclusive working environment. Conduct regular performance reviews, provide coaching and feedback, manage employee wellbeing, and support the development of team capability and resilience.
• Customer Service Excellence - Promote a customer-focused culture that delivers a professional, efficient and empathetic service. Ensure customer interactions are handled consistently and in line with organisational standards, service commitments and accessibility requirements.
• Quality Assurance & Compliance - Ensure customer service activities comply with legislation, regulatory requirements, organisational policies, data protection obligations, and service standards. Oversee quality assurance processes to maintain high standards of customer interaction and operational consistency.
• Workforce Planning & Resource Management - Manage workforce planning, scheduling and resource allocation to ensure appropriate staffing levels are maintained. Monitor demand patterns, forecast workload requirements and deploy resources effectively to meet customer needs and operational priorities. This may include supporting other Regulatory Service teams with operational support in other workstreams.
• Stakeholder Engagement - Develop and maintain effective working relationships with internal departments, operational delivery teams, senior leaders and external partners. Collaborate across business areas to resolve service issues, improve processes and support organisational objectives.
• Data Analysis & Performance Reporting - Analyse operational data, customer feedback, management information and performance metrics to identify trends, risks and opportunities for improvement. Produce reports and recommendations to support informed decision-making and service enhancement.
• Continuous Improvement & Change Management - Drive continuous improvement initiatives that enhance customer experience, improve efficiency and strengthen service delivery. Support the implementation of new processes, technologies and organisational change programmes, ensuring teams are effectively engaged and prepared.
• Decision Making & Problem Solving - Make informed operational decisions based on performance data, policy, guidance and customer needs. Identify operational risks, resolve complex service issues and implement practical solutions to maintain service continuity and performance.
• Customer Escalations & Service Recovery - Manage complex customer escalations and service recovery situations professionally and effectively. Provide oversight and guidance on sensitive or high-profile cases, ensuring appropriate resolutions are achieved and customer confidence is maintained.
• Systems & Records Management - Ensure accurate and timely maintenance of operational records using telephony platforms, CRM systems, workforce management tools and Microsoft Office applications. Maintain data integrity, reporting accuracy and audit compliance across all service activities.

Proud member of the Disability Confident employer scheme

Company: Government Recruitment Service.

Salary: £36,446 to £36,446 a year.

Hours: Full-time.

Location: L20 7HS.

Job type: Permanent.

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.