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.