About the Role:
At Socaan Business Solutions Ltd, we help businesses manage customer operations with accuracy, professionalism, and reliable day-to-day support. We are looking for a Customer Operations Supervisor who can oversee service activities, support customer-facing teams, and help maintain smooth operational performance.
This role is ideal for someone who enjoys leading people, solving operational issues, and improving customer service standards. You will supervise daily customer operations, monitor team performance, handle escalations, and make sure customers receive timely and professional support. You are not just managing tasks; you are helping create a dependable service experience for clients and customers.
Key Responsibilities:
Team Supervision: Lead and support the customer operations team, assign daily tasks, monitor workloads, and ensure service standards are consistently met.
Customer Support Oversight: Make sure customer enquiries, requests, and complaints are handled professionally, accurately, and within agreed timelines.
Escalation Handling: Manage complex customer issues and support team members in resolving cases that require additional attention.
Operational Coordination: Work with internal departments to ensure customer requests are processed smoothly and information is communicated clearly.
Performance Monitoring: Track team productivity, response times, service quality, and unresolved cases to identify areas for improvement.
Process Improvement: Review daily workflows, identify recurring issues, and suggest practical improvements to improve efficiency and customer satisfaction.
Documentation: Maintain accurate records of customer interactions, operational updates, reports, and support procedures.
Training Support: Help train new team members, provide guidance to existing staff, and encourage a professional and customer-focused approach.
Reporting: Prepare basic operational reports for management, including customer service trends, team performance, and service issues.
What We Are Looking For:
Experience: Previous experience in customer service, customer operations, business support, or a similar role, with some experience supervising or guiding a team.
Customer Service Skills: Strong understanding of how to handle customer enquiries, complaints, and follow-ups in a professional and respectful manner.
Leadership Skills: Able to guide staff, organize workloads, provide feedback, and keep the team focused during busy periods.
Communication: Clear written and verbal communication skills, with the ability to explain information simply and professionally.
Problem Solving: Able to assess issues, make practical decisions, and resolve customer or operational concerns efficiently.
Organization: Comfortable managing multiple tasks, deadlines, reports, and customer cases while maintaining accuracy.
System Knowledge: Familiarity with CRM systems, customer databases, email tools, spreadsheets, and basic reporting platforms is preferred.
Mindset: Reliable, calm under pressure, detail-oriented, and committed to delivering a positive customer experience.
Pay: £37,000.00-£44,400.00 per year
Benefits:
- Casual dress
- Company events
- Free flu jabs
- Housing allowance
- On-site parking
- Sick pay
Work Location: In person
