Customer Service Supervisor (Internal)

The Pilot Group – Customer Service (Internal)

Central Manchester (10 minutes walk from Victoria with free parking)

Hybrid working – 3 office days

ESL connects the demand and supply of electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently. The company joins supply chains together in a simple and easy-to-deliver way. We operate globally offering fast deliveries and making things easy both for our customers and our suppliers, developing long-term relationships with them. ESL is headquartered in Manchester and operates with a strong international presence.

Key Responsibilities

• Conduct regular 1:1s focused on check-ins, support, and general development conversations.
• Support team engagement and maintain a positive team environment.
• Escalate any performance concerns or wellbeing issues to the Customer Service Manager.
• Act as a key point of contact for the Customer Service team for day-to-day support.
• Support the coordination of daily workloads alongside Senior Customer Service Representatives.
• Ensure clear communication across the team and with wider departments.
• Follow up on outstanding actions, queries, and escalations.
• Support onboarding of new starters, ensuring training plans are followed.
• Assist in maintaining training documentation and process guides.
• Work with Senior Customer Service Representatives to ensure consistency in knowledge sharing.
• Ensure key processes and updates are clearly documented.
• Support adherence to SOPs and highlight any gaps or inconsistencies.
• Assist with basic reporting and tracking of team activity where required.
• Conduct return-to-work conversations.
• Support coordination of cover plans for absences.
• Ensure absence information is communicated appropriately.
• Maintain clear communication with the Customer Service Manager on team updates and issues.
• Ensure consistent communication across the team and wider departments.

Key Focus Areas

• 1:1s and team engagement
• Communication across the team and wider business
• Training coordination for new starters
• Follow-ups and accountability
• Documentation and process consistency
• Return-to-work conversations and absence coordination

Responsibilities handled by the Customer Service Manager

• Disciplinary processes
• Formal performance management including PIPs
• Annual performance reviews with full ownership
• KPI setting on an annual basis
• Pay reviews and salary discussions
• Final hiring decisions

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