1. Growing, international organisation
2. Based in Bury St Edmonds with hybrid working
About Our Client
Our client is a reputable organisation within the FMCG industry, known for its commitment to quality and customer satisfaction. As a medium-sized company, they provide a professional and structured environment that supports growth and innovation. Due to continued growth, they are currently looking for a Customer Experience Supervisor to join them on a permanent basis, based in Bury St Edmonds. This role combines strong strategic leadership with a hands‑on approach, so we're looking for someone who is just as comfortable shaping direction as they are rolling up their sleeves and getting involved in day‑to‑day delivery.
Job Description
3. Supervise and manage the customer service team to achieve performance targets.
4. Ensure the delivery of excellent customer service and maintain customer satisfaction.
5. Develop and implement customer service policies and procedures.
6. Monitor and evaluate team performance, providing constructive feedback and training.
7. Handle escalated customer inquiries and resolve issues effectively.
8. Collaborate with internal departments to ensure smooth operations and communication.
9. Analyse customer service metrics and prepare regular reports for management.
10. Identify opportunities for process improvements and implement solutions.
The Successful Applicant
A successful Customer Experience Supervisor should have:
11. A background in customer service within the FMCG industry.
12. Strong supervisory and leadership capabilities.
13. Proficiency in managing customer relationships and handling escalations.
14. Excellent communication and problem-solving skills.
15. A proactive approach to identifying and implementing process improvements.
16. Experience in analysing customer service metrics and reporting.
17. Live locally to Bury St Edmonds
What's on Offer
18. Competitive salary, negotiable depending on experience
19. Opportunities to work in a respected organisation within the FMCG industry.
20. Supportive and professional work environment.
21. Potential for personal and professional development.
If you are an experienced Customer Experience Supervisor ready to make an impact, we encourage you to apply today!