Customer Services Supervisor – Based Exeter Basic salary c£34,000 plus excellent benefits, pension scheme, death in service benefit, staff discounts, healthcare, and excellent career progression and ongoing training. As a Customer Service Supervisor, you will have experience of working in a Customer Service Supervisory or Team Leader role and primarily be responsible for overseeing the daily operations of a customer services team of ten. As a Customer Service Supervisor, you will be responsible for liaising with various departments across operations, production, sales, and marketing to ensure the smooth collaboration between the customer service team. Candidate Skills * Able to demonstrate, lead, coach and support a team of customer service advisors * A strong grasp of both working in a B2B and B2C service environment * Excellent communication skills, written and spoken * Experience of supervising a customer service team * Lead, coach, and develop a motivated customer services team. * Good people management skills. * Confident problem-solving and analytical approach. * Able to work under pressure and manage priorities. * Working knowledge of CRM systems and service performance metrics. Duties * You will support the wellbeing and performance within your team in partnership with HR. * Monitor service levels, ensuring KPIs and Service Levels are met. * Handle escalated customer queries, balancing B2B and B2C needs. * Oversee sampling, displays and bespoke/custom order requests. * Contribute to continuous improvement projects, including system upgrades (ERP, CRM, telephony, Omni channel platforms) * Monitor Service Level agreements and KPI’s orders. * Monitor, rack and report on response times, accuracy, delivery timelines, and satisfaction trends. * Escalate service gaps or risks and coordinate solutions with management and other departments. * Ensure prompt and effective handling of customer enquiries and complaints. * Supervise sampling, displays and bespoke/custom order requests. * Oversee international service operations and adapt solutions to market-specific requirements. * Manage bespoke item requests with design, purchasing, and production * Provide timely support to sales, orders, and service processes. * Assist with design service requests, including CAD coordination when required