Company Overview
Optimax Laser Eye is the UK's longest established eye surgery specialist, dedicated to providing affordable eye correction treatments across the nation. With over 716,000 successful treatments and a commitment to patient care, we pride ourselves on our experienced staff and state-of-the-art clinics.
Summary
Customer Service Team Supervisor
We are looking for a motivated and experienced Customer Service Team Supervisor to lead and support our growing customer service team. In this role, you will be responsible for the day-to-day supervision of the team, ensuring exceptional service delivery, meeting key performance targets, and fostering a culture of continuous improvement.
Key Responsibilities
* Lead, coach, and support a team of Customer Service Advisors.
* Supervise and motivate the team across multiple channels (phone, email, chat, WhatsApp, and social media).
* Monitor team performance against KPIs, including quality, productivity, and customer satisfaction.
* Manage team schedules, rota planning, and workload distribution to meet service level agreements.
* Conduct one-to-one meetings, coaching sessions, and performance reviews to support professional development.
* Provide regular performance reports, identify trends, and recommend improvements.
What We're Looking For
* Proven experience in a supervisory or team leader role within a customer service or contact centre environment.
* Strong people management and communication skills.
* A confident problem-solver with a customer-first approach.
* Knowledge of CRM systems and an understanding of UK customer service standards.
* NVQ Level 3 (or above) in Customer Service, Management, or equivalent qualification.
What We Offer
* Competitive Salary
* Continuous training and development program
* Annual salary reviews
* Monthly bonus scheme
* 20 days annual leave plus 8 bank holidays (28 days in total FTE) rising to 25 days annual leave upon completion of one full and continuous calendar year (33 days inc 8 bank holidays total FTE).
* Health insurance
* Staff discounts for treatments (subject to suitability assessment)
If you're ready to take the next step in your career and play a key role in shaping the future of our customer experience, apply today
Job Types: Full-time, Permanent
Pay: £36,000.00 per year
Benefits:
* Additional leave
* Company pension
* Employee discount
* Free parking
* Private medical insurance
* Sick pay
Work Location: In person
Reference ID: CSTS