Customer Satisfaction Supervisor
We are seeking a proactive and detail-oriented Customer Satisfaction Supervisor to lead on our customer review and reputation ratings across all review platforms. This role is responsible for monitoring customer feedback, responding to online reviews, identifying service improvement opportunities, and supporting teams in delivering exceptional customer experiences. The ideal candidate is an excellent communicator with strong problem-solving skills and a passion for customer satisfaction.
- Monitor and manage customer reviews across platforms such as Google, Trustpilot, Tripadvisor, and industry-specific review sites, ensuring the highest grades.
- Respond professionally and promptly to positive, neutral, and negative customer reviews
- Escalate critical customer issues to relevant departments and ensure timely resolution
- Track customer satisfaction trends and provide regular reporting to management
- Identify recurring customer concerns and recommend process improvements
- Develop strategies to improve overall review ratings.
- Coach and support frontline staff on customer service best practices
- Ensure all customer communications align with company tone, values, and policies
- Maintain accurate records of customer interactions and resolutions
- Collaborate with marketing and operations teams to strengthen brand reputation and customer loyalty
Requirements:
- Previous experience in customer service, customer relations, or reputation management
- Experience handling online reviews and customer feedback platforms
- Strong written and verbal communication skills
- Ability to handle difficult situations professionally and calmly
- Excellent organizational and multitasking abilities
- Strong analytical and reporting skills
- Proficiency with CRM systems and Microsoft Office or Google Workspace
Pay: From £14.50 per hour
Work Location: In person
