Location: Oakhouse, Chippenham
Department: Customer Care
Reports to: Customer Care Manager
About the Role
We are looking for a proactive and customer-focused Customer Care Supervisor to support the day-to-day running of our Customer Care team at our Oakhouse Head-Office in Chippenham. This is an integral role, ensuring the delivery of exceptional service across all customer touchpoints while supporting team performance, engagement, and operational excellence.
As part of the wider business, you'll help deliver a consistent and high-quality experience for our Direct-to-Consumer (DTC) customers, B2B clients, and franchise partners, reflecting the standards and values we're proud of at Pilgrim's Europe.
What You'll Be Doing
Support the delivery of a seamless, high-quality experience across all customer interactions
Ensure all communication reflects a strong customer-first approach and company values
Identify trends, recurring issues, and opportunities for improvement
Handle complex or escalated queries with professionalism, empathy, and sound judgement
Support customer retention through effective and timely resolution of issues
Act as a key contact for customer enquiries, orders, complaints, and general support
Provide support across DTC, B2B, and franchise channels
Manage escalations with a solutions-focused mindset
Build strong relationships through proactive communication
Promote relevant products and initiatives aligned to customer needs
Provide day-to-day supervision, guidance, and support to the team
Act as a first point of contact for team queries and escalations
Support onboarding, training, and ongoing development of team members
Monitor performance and provide coaching and feedback
Lead by example to foster a collaborative and customer-focused environment
Support the smooth running of daily workflows and service levels
Ensure accurate record keeping and effective use of systems
Assist with reporting and performance insights
Work closely with internal teams and partners to support operations
Contribute to continuous improvement initiatives
What We're Looking For
Experience within a customer service or customer care environment
Previous experience supporting or supervising a team
Strong communication and interpersonal skills
A proactive, solutions-focused approach
Ability to manage challenging situations with professionalism and empathy
Knowledge of customer feedback measures such as NPS
Experience using CRM systems
Our Ways of Working
We're looking for someone who demonstrates:
Ownership – Taking responsibility and seeing things through
Determination – Striving to deliver the best outcomes
Simplicity – Keeping things clear and efficient
Teamwork – Supporting colleagues and working collaboratively
Why Join Oakhouse at Pilgrim's Europe?
Be part of a supportive and collaborative team
Play a key role in shaping the customer experience
Develop your leadership skills in a growing business
Contribute to a company committed to quality and continuous improvement
Apply today and take the next step in your customer care career.
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