Customer Service Supervisor (Fixed-Term, 9 months)

About the role

This fixed‑term position leads the EU Customer Service team during a maternity cover period. The focus is on strong day‑to‑day people management, employee engagement and maintaining a high‑performing, stable team environment.

Key responsibilities

• Act as the primary point of contact for the EU Customer Service team, providing day‑to‑day support and coordination.
• Support workload planning with Senior Customer Service Representatives and ensure clear communication across the team and wider departments.
• Oversee onboarding of new starters, maintain training documentation and promote consistent knowledge sharing.
• Maintain and update SOPs, highlight process gaps and assist with basic reporting on team activity.
• Conduct return‑to‑work conversations, coordinate cover plans for absences and communicate absence information appropriately.
• Monitor employee engagement, performance metrics and team morale, delivering regular 1:1s and performance feedback.

Required profile

• Customer‑centric mindset with the ability to manage expectations and diffuse escalations.
• Proven people‑management experience, including coaching, performance management and wellbeing support.
• Strong communication and interpersonal skills for interacting with team members, customers and stakeholders.
• Ability to set clear objectives, monitor results and drive continuous improvement.

What we offer

• £33,000 salary plus bonus up to £300 per month after successful probation.
• Hybrid working model – three office days per week.
• 25 days holiday plus bank holidays, with a Holiday Purchase Scheme.
• Life assurance at four times your salary and enhanced maternity/paternity pay.
• Health Shield cash plan, Employee Assistance Programme and free parking.