At a Glance
- Tasks: Lead a dynamic Customer Care team to deliver exceptional service and support.
- Company: Join Oakhouse at Pilgrim’s Europe, a company committed to quality and improvement.
- Benefits: Develop leadership skills in a supportive and collaborative environment.
- Other info: Opportunity for career growth and continuous improvement initiatives.
- Why this job: Shape customer experiences and make a real impact in a growing business.
- Qualifications: Experience in customer service and team supervision is essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a proactive and customer‑focused Customer Care Supervisor to support the day‑to‑day running of our Customer Care team at our Oakhouse Head‑Office in Chippenham. This is an integral role, ensuring the delivery of exceptional service across all customer touchpoints while supporting team performance, engagement, and operational excellence.
As part of the wider business, you’ll help deliver a consistent and high‑quality experience for our Direct‑to‑Consumer (DTC) customers, B2B clients, and franchise partners, reflecting the standards and values we’re proud of at Pilgrim’s Europe.
What You’ll Be Doing
- Support the delivery of a seamless, high‑quality experience across all customer interactions.
- Ensure all communication reflects a strong customer‑first approach and company values.
- Identify trends, recurring issues, and opportunities for improvement.
- Handle complex or escalated queries with professionalism, empathy, and sound judgement.
- Support customer retention through effective and timely resolution of issues.
- Act as a key contact for customer enquiries, orders, complaints, and general support.
- Provide support across DTC, B2B, and franchise channels.
- Manage escalations with a solutions‑focused mindset.
- Build strong relationships through proactive communication.
- Promote relevant products and initiatives aligned to customer needs.
- Provide day‑to‑day supervision, guidance, and support to the team.
- Act as a first point of contact for team queries and escalations.
- Support onboarding, training, and ongoing development of team members.
- Monitor performance and provide coaching and feedback.
- Lead by example to foster a collaborative and customer‑focused environment.
- Support the smooth running of daily workflows and service levels.
- Ensure accurate record keeping and effective use of systems.
- Assist with reporting and performance insights.
- Work closely with internal teams and partners to support operations.
- Contribute to continuous improvement initiatives.
What We’re Looking For
- Experience within a customer service or customer care environment.
- Previous experience supporting or supervising a team.
- Strong communication and interpersonal skills.
- A proactive, solutions‑focused approach.
- Ability to manage challenging situations with professionalism and empathy.
- Knowledge of customer feedback measures such as NPS.
- Experience using CRM systems.
Our Ways of Working
- Ownership – Taking responsibility and seeing things through.
- Determination – Striving to deliver the best outcomes.
- Simplicity – Keeping things clear and efficient.
- Teamwork – Supporting colleagues and working collaboratively.
Why Join Oakhouse at Pilgrim’s Europe?
- Be part of a supportive and collaborative team.
- Play a key role in shaping the customer experience.
- Develop your leadership skills in a growing business.
- Contribute to a company committed to quality and continuous improvement.
Apply today and take the next step in your customer care career.
Customer Care Team Lead - Elevate Service in Chippenham employer: Pilgrims Europe
At Pilgrim’s Europe, we pride ourselves on fostering a supportive and collaborative work environment where our employees can thrive. As a Customer Care Team Lead at our Oakhouse Head-Office in Chippenham, you will have the opportunity to develop your leadership skills while playing a vital role in enhancing the customer experience. With a commitment to quality and continuous improvement, we offer meaningful career growth opportunities and a culture that values teamwork and determination.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Lead - Elevate Service in Chippenham
✨Tip Number 1
Get to know the company inside out! Research Pilgrim’s Europe and understand their values, especially around customer care. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering exceptional service, make sure you can articulate your thoughts clearly and confidently. Role-play common customer scenarios with a friend to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Oakhouse.
We think you need these skills to ace Customer Care Team Lead - Elevate Service in Chippenham
Some tips for your application 🫡
Show Your Customer Focus:Make sure your application highlights your customer-first approach. We want to see how you've gone above and beyond for customers in the past, so share those stories that reflect your commitment to exceptional service.
Tailor Your Experience:When you’re writing your application, connect your previous experience directly to the role. We’re looking for someone who can support and supervise a team, so mention any relevant leadership or supervisory roles you've had.
Be Solutions-Focused:We love a proactive mindset! In your application, give examples of how you've tackled challenges or improved processes in your previous roles. This shows us you’re ready to handle escalated queries with professionalism and empathy.
Keep It Clear and Concise:Simplicity is key! Make sure your application is easy to read and straight to the point. We appreciate clarity, so avoid jargon and keep your language straightforward. And remember, apply through our website for the best chance!
How to prepare for a job interview at Pilgrims Europe
✨Know the Company Inside Out
Before your interview, take some time to research Pilgrim’s Europe. Understand their values, mission, and what they stand for. This will help you align your answers with their expectations and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer-Centric Mindset
As a Customer Care Team Lead, you'll need to demonstrate a strong customer-first approach. Prepare examples from your past experiences where you've successfully handled complex queries or improved customer satisfaction. This will highlight your ability to manage challenging situations with professionalism and empathy.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and how you handle escalations. Think of specific scenarios where you identified trends or implemented improvements in customer service. Practising these responses will help you articulate your thought process clearly during the interview.
✨Emphasise Team Leadership Skills
Since this role involves supervising a team, be ready to discuss your leadership style. Share examples of how you've supported team members' development, provided coaching, or fostered a collaborative environment. This will demonstrate your capability to lead by example and contribute to a positive team culture.
