The Customer Services Supervisor is a pivotal role focused on ensuring outstanding customer satisfaction while guiding a high-performing team to deliver excellence.
This role involves leading, motivating and developing the Customer Service team, in addition to creating innovative solutions that enhance the customer journey to improve service and operational efficiency.
Key responsibilities
- Lead and develop the Customer Services team, ensuring efficient day-to-day operations while fostering long-term growth and team performance.
- Set performance goals and expectations, aligning team efforts with company objectives, and ensuring a high level of service delivery.
- Mentor and motivate the team, promoting a positive, inclusive work environment and recognising top performers.
- Drive service excellence by analysing performance metrics, addressing areas of improvement, and implementing efficient workflows to enhance customer satisfaction.
- Manage escalated customer issues, ensuring quick resolution and tracking root causes for continuous improvement.
- Collaborate cross-functionally to align customer service strategies with broader business goals and drive customer-first initiatives.
- Innovate and improve service delivery by leveraging technology and staying informed on industry trends.
- Provide regular updates on team performance, customer feedback, and service improvements to senior leadership.
About you
- Proven experience in managing and leading customer service teams, ideally in a supervisory or management role.
- Excellent communication and interpersonal skills, with the ability to motivate and mentor a diverse team.
- Experience in analysing performance metrics (KPIs) and using data to drive improvements in customer service.
- Strong problem-solving skills with the ability to manage escalated customer concerns and identify root causes.
- Experience in identifying and implementing training and development opportunities to upskill team members.
- Familiarity with using technology and tools to enhance service delivery and improve operational efficiency.
- Strong organisational skills with the ability to manage multiple priorities and deadlines effectively.
- A customer-first mindset, with a passion for delivering exceptional service.
What you can expect
- 25 days holiday excluding public holidays increasing after 2 years’ service
- Personal bonus of up to 5% of salary, based on performance against key objectives
- Company bonus of up to 15% of salary
- Company pension scheme matching up to 5% of contributions
- 18 weeks enhanced maternity leave and 4 weeks paternity leave.
- Cycle to work scheme & Season ticket loan
- Employee Assistance Programme
- Travel insurance
- Employee wine discount
- Retail, wellbeing, technology, and travel discounts
Liberty Wines is an award-winning company and accredited by Investors in People which offers excellent opportunities for training and development alongside a great working environment (and an even better coffee machine).
We encourage all our employees to further their wine knowledge through our in-house Liberty Wines Academy and WSET (Wine & Spirit Education Trust) courses alongside building skills and experience over the course of their professional development.
Liberty Wines celebrates diversity, and we are committed to creating an inclusive environment where everyone feels comfortable to be themselves.