Customer Service Operations Supervisor

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