Customer Service Operations Supervisor

Description:

Customer Service Operations Supervisor
Up to £32,000 per annum + benefits
Chippenham, Wiltshire
Permanent

Are you an experienced team leader or supervisor with a background in customer service operations? Do you thrive in a fast-paced environment where organisation, performance and people management are key?

We are looking for a Customer Service Operations Supervisor to lead a busy customer service operation, ensuring teams deliver an efficient, accurate and high-quality service while meeting key performance targets. This is a hands-on leadership role where you'll take ownership of day-to-day operations, motivate and develop your team, and drive improvements across service delivery, productivity and quality.

Key Responsibilities:

Lead and motivate a team, ensuring workloads are effectively managed, and operational targets are achieved
Monitor performance against KPIs, SLAs and quality standards, taking action where improvements are needed
Coach, mentor and develop team members, supporting training, performance and progression
Oversee resource planning, staffing levels, attendance and workload allocation
Identify opportunities to improve processes, increase efficiency and enhance service delivery
Manage escalations and resolve operational issues promptly and professionally
Produce performance reports and management information to support operational decision-making
Work closely with internal departments, clients and external suppliers to maintain excellent service standards
Support the wider management team and deputise for the Operations Manager when required About You:

Proven experience leading or supervising an operational or customer service team
Strong understanding of KPIs, SLAs, performance management and workload planning
Confident coaching, motivating and developing colleagues
Excellent organisational skills, with the ability to manage competing priorities and tight deadlines
Strong communication and problem-solving skills
A proactive approach to continuous improvement, with a focus on quality, accuracy and efficiency
Confident using Microsoft 365 and producing performance reports
Resilient, adaptable and comfortable working in a fast-paced operational environmentWhat's on Offer?

Salary of up to £32,000 per annum
37.5 hours per week, with working hours between 8am and 5.30pm, depending on business needs
25 days holiday + bank holidays
1 day birthday leave per annum
100% office-based
Free on-site parkingSuccessful candidates will be contacted within 7 working days of application. If you do not hear from us within this time, please assume that your application has been unsuccessful