Customer Services Supervisor, Exeter
Falcon Road, Sowton Industrial Estate, Exeter, Devon, EX2 7LB
Salary – £33 to £35k
We will review and respond to applicants after a two week period
About the Role
We're looking for an experienced Customer Service Supervisor to assist the day-to-day operation of our Customer Service team. Working closely with the Head of Customer Service, and the Team Leader. You will help deliver excellent service to our B2B and B2C customers while coaching and assisting a team of Customer Service Advisors.
About Us
Original Style is a leading UK manufacturer and distributor of premium ceramic tiles, supplying both trade and retail customers across the UK and internationally. We are passionate about quality, innovation and delivering outstanding customer service.
Key Responsibilities
- Supervise and support the Customer Service team.
- Coach and develop team members.
- Monitor service levels and team performance.
- Handle escalated customer enquiries and complaints.
- Work closely with all internal departments to ensure a seamless customer experience.
- Drive continuous improvement initiatives and support the implementation of new systems.
About You
- Previous customer service supervisory experience.
- Experience in a B2B and/or B2C environment.
- Strong communication and people skills.
- Good problem-solving and organisational skills.
- Able to prioritise and work well in a busy environment.
Working with Us
When you join our team, you're becoming part of a friendly, creative community passionate about design and exceptional customer service. Along with the opportunity to work with stunning products and inspiring customers, we offer:
- Competitive Salary
- Company Pension Plan
- Ongoing Training
- Recognition for Long Service
- Employee Discounts
- Death in Service Benefit
- Medicash Healthcare Cashplan (including shopping, travel and gym discounts)
To Apply
Applicants should send their CV and a cover letter (including current salary and salary expectations) to Jade Calvert at [email protected].
JOB DESCRIPTION
JOB TITLE: CUSTOMER SERVICE SUPERVISOR
DEPARTMENT: CUSTOMER SERVICE
REPORTS TO: HEAD OF CUSTOMER SERVICE
LOCATION: EXETER HEAD OFFICE
PURPOSE OF THE ROLE
The Customer Service Supervisor is responsible for supporting the day-to-day operation of the Customer Service Team, ensuring a professional, efficient and consistent service across all customer channels, including UK Distribution, Export, US Distribution, Retail, e-commerce and Designworks.
Working closely with the Customer Service Team Leader and key stakeholders across the business, the role provides operational leadership, supports team development, maintains service standards, manages escalated customer enquiries and contributes to continuous improvement across Customer Service operations.
MAIN RESPONSIBILITIES
Team Leadership & Development
- Support the day-to-day management and organisation of the Customer Service team.
- Work closely with the Customer Service Team Leader to ensure effective workload management, team support and delivery of service standards.
- Coach and support Customer Service Advisors, encouraging engagement, accountability and high performance.
- Support recruitment, induction, training and ongoing development of team members.
- Oversee resource needs, service delivery and escalation.
- Promote a positive team culture focused on collaboration and continuous improvement.
Customer Service Operations
- Ensure consistent delivery of excellent customer service across all routes to market.
- Support the management of customer enquiries, orders and requests, ensuring timely and effective resolution.
- Manage escalated customer enquiries and complaints, providing appropriate investigation, communication and resolution.
- Support complex order management, product availability and operational queries.
- Ensure customer communications are accurate, timely and aligned with Company standards.
Performance & Process Improvement
- Monitor customer service performance, service levels and key performance indicators.
- Produce and review customer service reports, identifying trends and opportunities for improvement.
- Support improvements to customer service processes, systems and ways of working.
- Assist with the ongoing development and optimisation of ERP, CRM and customer service systems.
- Ensure agreed procedures and service standards are consistently followed.
Cross-Functional Support
- Work collaboratively with Sales, Purchasing, Production, Technical, Finance, Warehouse, Marketing and HR teams to resolve customer and operational issues.
- Support effective communication between departments to improve customer outcomes.
- Provide operational support relating to stock, availability, order management and customer communications.
Compliance & Company Standards
- Ensure compliance with Company policies, procedures and Health & Safety requirements.
- Promote a positive and safety-conscious working environment.
- Undertake any other duties reasonably required to support the Customer Service function.
HEALTH & SAFETY
- Promote and support a positive health and safety culture within the Company.
- Take reasonable care of personal health and safety and that of others who may be affected by actions or omissions.
- Ensure compliance with all health and safety, quality and human resource policies and procedures of Original Style.
These duties represent the main functions of the role; however, the post holder may be required to undertake additional reasonable duties to meet the changing needs of the business.
PERSON SPECIFICATION
Essential
- Previous experience in a customer service supervisory, team leader or senior customer service role.
- Strong understanding of B2B and B2C customer service environments.
- Experience leading, coaching and supporting a customer service team.
- Excellent communication and interpersonal skills.
- Strong organisational skills with the ability to manage competing priorities.
- Confident decision-maker with strong problem-solving skills.
- Experience using ERP, CRM or customer service management systems.
- Experience monitoring KPIs and service performance.
- Competent in Microsoft Office applications, particularly Excel.
Desirable
- Experience within manufacturing, distribution or retail.
- Experience supporting multiple sales channels.
- Knowledge of ceramics, building products or interiors.
- Experience supporting international customers or export operations.
- Understanding of continuous improvement principles.
KEY COMPETENCIES
- Customer Focus
- Leadership & Team Development
- Communication
- Planning & Organisation
- Problem Solving
- Decision Making
- Collaboration
- Attention to Detail
- Continuous Improvement
- Resilience & Adaptability
INTERNAL WORKING RELATIONSHIPS
- Customer Service
- Sales
- Production
- Purchasing
- Technical
- Marketing
- Finance
- Warehouse
- HR
REMUNERATION AND BENEFITS
We offer 20 days basic holidays (plus public holidays) increasing to 22 days after satisfactorily passing probation and increasing to 26 basic holidays with service, a contributory pension scheme, death in service benefit, staff discounts and Medicash Healthcare Cashplan (including shopping, travel and gym discounts). In addition there is structured training and the potential for career progression within our growing dynamic Company.
HEAD OFFICE LOCATION
Original Style’s head office is based in air-conditioned offices with free parking close to junction 30 of the M5 at 3C, Falcon Road, Sowton Industrial Estate, Exeter, Devon, EX2 7LB.
BACKGROUND INFORMATION ON ORIGINAL STYLE LIMITED
Please refer to the following:
www.originalstyle.com
www.clayandrock.com
www.designworkstiles.com
www.countytilewarehouse.co.uk
Original Style is one of the U.K.’s leading manufacturers, importers and distributors with an extensive portfolio of high quality ceramic, porcelain, glass mosaic and stone tiles. The Company has been producing high quality tiles in our factory in Exeter, Devon, since 1986 and we offer a wide range of products - from contemporary large format wall and floor tiles to hand-finished glazed tiles designed in-house. Tiles are our craft and we are committed to manufacturing using traditional techniques teamed with state of the art technologies. We also source original and innovative tiles for our collections from across the globe, such as our unique glass products and mosaics, enriching our collections for a truly versatile choice. The key to our success is the experience of our highly skilled designers and craftspeople, showroom experts, customer service and all the support functions who make it a priority to ensure customer experience excellence throughout each stage of their journey with us.
With circa 190 employees, 14 tile showrooms and a global network of retailers, Original Style is committed to continuous development as an industry leader. We have recently rebranded the majority of our retail showrooms/stores to Clay & Rock, aiming to provide a premium retail experience. With continuous growth and products available in over 60 countries and over 2,000 retail outlets worldwide there’s never been a more exciting time to join Original Style. Your growth is equally important to us – we will support you to reach your full potential and achieve your personal development goals.
Pay: £33,000.00-£35,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee discount
- Enhanced paternity leave
- Free parking
- Life insurance
- On-site parking
- Sick pay
- Store discount
Application question(s):
- How many years customer service experience do you have?
- How many years supervisor experience do you have?
- Do you have the right to work and live in the U.K?
Work Location: In person
