At a Glance
- Tasks: Lead the Customer Experience Team to deliver exceptional service and support.
- Company: A trusted UK manufacturer of innovative refrigerated drawer units.
- Benefits: Competitive salary, benefits, and opportunities for professional growth.
- Other info: Join a dynamic team focused on continuous improvement and customer excellence.
- Why this job: Make a real difference in customer satisfaction and team success.
- Qualifications: Experience in team leadership and strong communication skills required.
The predicted salary is between 28500 - 32000 £ per year.
Our client is a UK‑based manufacturer of patented commercial refrigerated drawer units, trusted by professional kitchens worldwide. They’re seeking a confident, solution‑focused Supervisor to lead and support the Customer Experience Team (CET) in Lowestoft.
About the Role
You’ll oversee daily operations, ensuring exceptional customer service across service, technical support, sales support, and customer journey management. This role combines team leadership, customer service excellence, operational coordination, and commercial awareness — ensuring customers receive timely and effective support from installation through to ongoing service and maintenance.
Key Responsibilities
- Team Leadership & Supervision
- Supervise and support the CET team in daily operations
- Allocate workloads and prioritise activities across service and sales support
- Develop a collaborative, customer‑focused culture
- Coach team members and monitor performance standards
- Customer Service & Journey
- Ensure a professional, responsive service experience
- Handle escalated issues and complex service cases
- Maintain accurate records and follow up proactively
- Promote a customer‑centric culture through feedback and improvement
- Service Coordination & Technical Support
- Coordinate engineer appointments and service providers
- Support fault diagnosis and technical queries
- Monitor service KPIs and maintain strong partner relationships
- Sales & Administrative Support
- Process orders, returns, and documentation accurately
- Maintain NAV and Salesforce systems
- Support debt chasing for service‑related invoices
- Process Improvement & Compliance
- Identify efficiency and service delivery improvements
- Ensure adherence to company procedures and Health & Safety standards
- Support accurate reporting and operational planning
Skills & Experience
- Supervisory or team leadership experience in customer service or technical support
- Strong communication and problem‑solving skills
- Confident using Microsoft Office 365, NAV, and Salesforce
- Organised, proactive, and commercially aware
- Ability to build strong relationships across teams and customers
Key Performance Indicators
- Service response and completion times
- Customer satisfaction and feedback
- Accuracy of order and service processing
- Engineer attendance and service performance
- Team productivity and service quality
- Reduction in repeat customer issues
- Process improvement and operational efficiency
Team Supervisor in Lowestoft employer: TMS Search
Join a dynamic team at a leading UK manufacturer in Lowestoft, where your role as Team Supervisor will not only enhance your leadership skills but also contribute to a culture of customer excellence. With competitive pay and benefits, you'll enjoy a supportive work environment that prioritises employee growth and development, ensuring you have the tools and opportunities to thrive in your career while making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Team Supervisor in Lowestoft
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TMS Search. 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 TMS Search 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 Team Supervisor in Lowestoft
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 TMS Search:Your cover letter is your chance to shine! Tell us why you want to work at TMS Search 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 TMS Search!
How to prepare for a job interview at TMS Search
✨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.
