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Customer Service Supervisor


Contract typePerm

Job titleCustomer Service Supervisor

Closing date08th December 2021


Ref no

Customer Service Supervisor



The Customer Service Supervisor is responsible for the end to end customer contact processes and their associated customer experience. Acting as the ‘voice of the customer’, championing change and improvements throughout the customer journey.
The main success factor objective of this role is to provide motivation, support and direction to the scheduling team, working collaboratively with Technical peers and field service and sales team members to ensure we are providing an exceptional level of customer service, hitting KPIs to include renewals and maintaining our NSI Gold status.

Key Job Accountabilities:
• Developing a strategy for the development and management of the internal scheduling team
• Providing leadership, development and coaching of direct reports to create a motivated and engaged team
• Embedding a performance culture by reviewing individual and team performance against achievement of KPIs within own department
• Agreeing internal team department objectives and cascading these into individual objectives and development plans
• Driving change and influencing future ‘mini’ projects to support and achieve improvements in the customer experience we provide as a business overall
• Increasing customer retention by enhancing the quality of customer interactions at all levels– to include training and knowledge sharing/reporting across the business
• Working closely with and coaching our Customer Care Team/Renewals team to improve our service levels, client retention and potential sales opportunities
• Building and maintaining effective stakeholder relationships and improving the reputation of the team internally
• Leading by example, supporting team members in the planning activities and ensuring work volumes and capacity are aligned
• Acting as the conduit between the internal scheduling team and field service team, ensuring effective communication and strong relationships are forged and maintained
• Working with the field team leaders to inform capacity forecasting activity to support with increasing profitability and the service to our customers
• Ownership of customer complaints or matters that have the potential to become ‘grenades’ – this may involve being the ‘voice of the customer’ in the business, attending client meetings on site at local level or corporate level where necessary
• Taking ownership (with support from HR) of people related matters, to include disciplinary, recruitment and retention
• Presenting to the Ops Director at Weekly or Monthly Meetings as required
• Keeping up to date with new and improved practices and/or technologies to deliver a best in class service to our customers

Relevant skills and experience:
• Team supervisory experience with a ‘hands-on’ approach
• Strong communication and customer service skills
• Strong investigation skills to identify root causes of customer complaints and problem solving skills to mitigate any risk to the business
• Commercial and financial awareness
• Understanding of ISO9001, NSI and BAFE standards
• Ability to work under pressure and prioritise workloads whilst motivating others to do the same KPIs

• Achievement of all client SLAs and KPIs
• Maintenance targets achieved 95% on time maintenance Client Relationship Management Client feedback
• Number of complaints and escalations
• Percentage achievement of client SLAs
• False alarm statistics
• Number of repeat calls
• Number of calls within NSI response times
• Service call response times within customers set SLA Compliance
• All SLAs are up to date and being achieved
• 100% calibration record compliance
• Full compliance as measured through the internal NSI audit process

Contact Person Tyra Charter, Zitko Resourcing

Telephone01480 473245

Application details

Application form and job description available


Tel01480 473245