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 environment.
What’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 parking
Successful 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.
