Customer Care Supervisor

We’re looking for an experienced Customer Care Team Leader to join a growing business and take responsibility for the day-to-day leadership and performance of a busy customer care team.

Working closely with senior management, you’ll help drive performance, develop your team and identify opportunities to improve processes and the overall customer experience.

The Role

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against agreed KPIs.
• Hold regular 1-to-1s, provide coaching and give constructive feedback.
• Oversee daily workloads and ensure the team is adequately resourced.
• Support the resolution of complex customer queries and act as an escalation point.
• Build strong customer relationships and support opportunities to develop existing business.
• Manage and follow up enquiries, ensuring opportunities are progressed effectively.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend improvements to processes and performance.
• Work collaboratively with other departments to ensure a smooth customer journey.

About You

We’re looking for a positive, driven and commercially aware people leader who genuinely enjoys developing others and delivering great customer service.

Ideally you'll have previous experience of working within a busy manufacturing environment.

You may already be working as a Customer Care Team Leader or similar, or you could be an experienced Senior Customer Service Advisor ready to take the next step into leadership.

You’ll ideally have:

• Experience leading or supervising a customer-facing team.
• Strong communication and relationship-building skills.
• A customer-first approach combined with commercial awareness.
• Confidence managing performance and having difficult conversations when required.
• Good analytical skills and the ability to interpret KPIs and reports.
• Excellent organisation and attention to detail.
• A proactive approach to problem-solving and continuous improvement.
• The ability to work confidently with senior stakeholders.
• A hands-on, supportive management style.

Most importantly, we’re looking for someone who can bring energy to a team, lead from the front and turn objectives into consistent day-to-day delivery .

If you’re an experienced customer service professional looking for a role where you can make a genuine difference to both your team and the wider customer experience, we’d love to hear from you.