Customer Service Supervisor

Customer Service Supervisor - Southampton - £31,000 + Bonus

Working Pattern: Hybrid (once fully trained) Hours: Monday to Saturday (5 days per week) 8:00am-5:30pm or 9:00am-5:30pm - Saturdays: 8:00am-4:00pm (home-based once trained) 1 in 3 Saturdays with a day off in lieu

About the Company

Our client is a well-respected, customer-focused organisation with a strong reputation for quality and service. They are known for investing in their people, offering a supportive environment and clear opportunities for development and progression. Due to continued growth, they are now looking for a Customer Service Supervisor to join their team.

This is a varied role combining hands-on customer service with team support and coaching responsibilities. You'll be instrumental in ensuring a consistently high standard of service while helping to develop and guide colleagues.

Key responsibilities include:

• Managing customer enquiries via phone and webchat with professionalism and care
• Booking appointments and coordinating customer schedules effectively
• Providing clear, accurate information on services and pricing
• Resolving queries by gathering and assessing relevant details
• Supporting administrative tasks, including maintaining and updating records
• Contacting existing customers to promote services and offers
• Conducting follow-up calls after customer interactions
• Coaching, mentoring, and supporting new and existing team members
• Assisting in improving contact centre processes and performance
• Supporting the achievement of team targets and service standards
• Acting as an escalation point for more complex customer issues
• Monitoring calls and identifying training needs and performance trends

About You

• Confident communicator with strong written and verbal skills
• Customer-focused with excellent listening ability
• Strong problem-solving and analytical skills
• Proactive, self-motivated, and able to lead by example
• Experience in coaching, training, or mentoring colleagues
• Good IT skills and confidence using multiple systems

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.