Customer Service Centre Supervisor

Overview

Customer Service Centre Supervisor — £38,000 – £45,000 Depending upon experience — Gravesend — Full Time, Permanent

Responsibilities

• Lead and oversee the day-to-day operation of the Customer Service Centre
• Manage a high volume of reactive calls, managing client expectations and relationships
• Motivate, supervise, and support CSC Coordinators to schedule jobs efficiently, balancing location, priority, emergency response, and SLA commitments
• Assess field operatives’ technical skill sets to ensure the right resource is assigned to the right job, first time
• Ensure all job details and site-specific information are accurately captured and clearly communicated across internal systems
• Own client communication, delivering proactive, professional, and positive updates at every stage
• Work closely with Technical Managers and Supervisors to ensure jobs are controlled, progressed, and resolved efficiently
• Run engaging team meetings, review KPIs, celebrate success, and drive continuous improvement
• Take a hands-on approach to problem-solving, providing clear, practical solutions to daily challenges
• Coach, mentor, and develop junior team members, setting clear expectations around customer service excellence
• Collaborate across departments to ensure smooth, end-to-end service delivery
• Manage call-out rotas and resource planning for out-of-hours and weekend services
• Work out of hours for one shift every eight weeks to support night CSC Coordinators, improve engagement, and maintain consistent performance
• Attend client meetings (in person and via Teams), confidently presenting KPIs and recent service performance
• Continuously review and improve processes to keep pace with a growing, evolving business

The ideal candidate

• Experienced in a helpdesk, scheduling, or service coordination environment
• Confident leading teams in a fast-moving, reactive service setting
• Positive, proactive, and solutions-focused with a strong “can-do” attitude
• Comfortable managing pressure, changing priorities, emergency work, and high client expectations
• A strong communicator who builds trust with clients and colleagues alike
• A team player who is prepared to step up, roll up their sleeves, and go the extra mile
• Highly organised, resilient, and decisive under pressure
• Ambitious, with a genuine desire to learn, grow, and progress within the business

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