The Customer Service Supervisor is responsible for supervising day‑to‑day customer service operations within the non‑clinical recruitment department of a healthcare recruitment agency. The role focuses on front‑line service delivery, staff supervision, performance monitoring, and issue escalation, ensuring service procedures and standards are followed consistently.
This is a non‑clinical, supervisory role with no responsibility for clinical decision‑making, service strategy ownership, or departmental management.
Key Duties and Responsibilities
* Supervise customer service staff providing support to non‑clinical recruitment activities
* Provided high-quality customer support through phone, email, and face-to-face interactions, always maintaining a professional, friendly, and customer-focused approach
* Handled customer enquiries, complaints, and service requests efficiently, ensuring timely resolutions that met both customer expectations and company standards
* Allocate daily workloads, tasks, and priorities to service teams
* Monitor service queues, response times, and resolution outcomes
* Ensure service procedures and operational guidelines are followed consistently
* Check the quality and accuracy of customer service interactions and documentation
* Maintained accurate and up-to-date customer records using Customer Relationship Management (CRM) systems, ensuring data integrity and full compliance with General Data Protection Regulation (GDPR) requirements.
* Followed all company policies, procedures, and compliance requirements, maintaining a high standard of professionalism at all times.
* Ensure service delivery meets agreed internal service standards and SLAs
* Identify recurring service issues and escalate them to management
* Support the implementation of service improvements introduced by senior management
* Act as the first escalation point for non‑clinical service queries or complaints
* Support service delivery to healthcare clients, including NHS trusts and private providers
* Ensure clear and professional communication with non‑clinical candidates throughout the recruitment process
* Assist in resolving service‑related issues promptly and professionally
* Provide day‑to‑day guidance, support, and coaching to customer service staff
* Supported the onboarding and training of new team members, helping them settle into their roles and understand processes quickly.
* Monitor individual performance and provide feedback to improve service quality
* Raise performance or conduct concerns to the line manager where appropriate
* Supervise administrative recruitment compliance activities, including:
* Right to Work documentation checking
* DBS coordination (where required)
* Records management and document accuracy
* Ensure records are maintained accurately and in line with procedures
* Escalate compliance issues or risks to management for review
* Maintain basic service performance records and reports
* Provide regular updates to the Operations Manager or Service Manager
* Communicate service issues, staffing concerns, and operational risks appropriately
* Participate in team meetings and service update briefing
Skills & Competencies
Experience supervising customer service or support teams
Strong organisational and communication skills
Ability to manage workloads and priorities in a fast‑paced environment
Good problem‑solving and customer handling skills
Attention to detail in administrative and service tasks
Experience & Qualifications
Previous experience in a customer service or supervisory role
Experience supporting operational service delivery
Education to secondary level or equivalent experience
Supervisory or customer service training desirable