Customer Service Supervisor

Right Now Group are recruiting for a Customer Service Supervisor to join an established transport and logistics business based in Colnbrook.

This is a hands-on supervisory position, responsible for the day-to-day management and support of the Customer Service team, ensuring customers receive a professional and proactive service while shipments, bookings and operational issues are managed efficiently.

You will act as the first point of escalation for the Customer Service Agents, supporting the team with more complex enquiries and operational problems while remaining hands-on during busy periods.

The position would suit an experienced Customer Service Supervisor or Senior Customer Service professional from a Freight, Transport, Logistics or Courier environment who enjoys leading people while still being involved in the day-to-day operation.

Key Responsibilities of a Customer Service Supervisor:

Supervise and support the Customer Service team on a day-to-day basis

Manage workloads and ensure customer enquiries and bookings are handled efficiently

Act as the first point of escalation for Customer Service Agents

Guide team members through operational issues and take ownership of more complex problems when required

Remain hands-on with customer bookings during busy periods

Oversee live shipments and ensure customers receive regular and accurate updates

Monitor direct drive shipments and ensure charges and customer updates are managed correctly

Review operational issues and mistakes with the team, using these as opportunities for coaching and development

Ensure collection and delivery deadlines are accurately maintained

Oversee shipment charges and ensure information is entered correctly

Challenge incorrect or missing charges with relevant teams and stations

Review invoices relating to specialist movements

Maintain accurate customer and operational information within company systems

Produce weekly, monthly and ad-hoc customer and operational reports

Develop and maintain strong relationships with customers

Work closely with internal operational teams and stations to resolve shipment issues

Provide clear handovers and ensure important operational information is communicated across the team

Support the wider Customer Service department with additional duties where requiredThe Supervisor will also have responsibility for reviewing operational issues and mistakes with the team, identifying how similar problems can be avoided and using these situations as training opportunities.

Skills & Experience Required for a Customer Service Supervisor:

Previous experience within Customer Service, ideally within Freight, Transport, Logistics, Courier or Express Distribution

Previous supervisory, team-leading or senior-level Customer Service experience

Strong people management and team supervision skills

Comfortable coaching, supporting and developing Customer Service Agents

Able to lead from the front and remain hands-on when the operation is busy

Confident acting as the first point of escalation for customer and operational issues

Excellent telephone and written communication skills

Strong customer relationship management skills

Able to manage multiple priorities within a fast-paced environment

Good attention to detail when reviewing bookings, charges and shipment information

Strong problem-solving skills with the ability to take ownership of issues

Comfortable working to service levels and operational deadlines

Good administrative and reporting skills

Freight, logistics, courier or European road transport knowledge would be highly advantageous

Professional, reliable and proactive approach

Salary & Benefits for a Customer Service Supervisor:

£38,000 - £45,000 depending on experience

Monday to Friday

Choice of 09:00 - 18:00 or 10:00 - 19:00

Some flexibility around working hours will be required depending on operational requirements

Permanent, full-time position

Company mobile phone and laptop provided

Hands-on responsibility for supervising the Customer Service team

Established transport and logistics operation

Opportunity to combine people management with operational Customer Service

Exposure to UK and European transport movementsIf this Customer Services Supervisor role sounds of interest, please apply online now