The Opportunity:

If you're a talented, experienced Customer Services Supervisor who truly wants to deliver the highest level of customer satisfaction in a B2B and B2C environment,whilst inspiring your team to do the same, then we'd love to hear from you. You will be accountable for leading, developing and supporting a team of Customer Services Advisors, maintaining service standards and driving improvements across customer experience, sampling and display initiatives. This is a manufacturing environment, where product satisfaction and order progressing are key.
The Role:

• Lead, coach, develop and support the Customer Service Advisors to ensure strong performance and engagement.
• Develop a continuous training programme to build skills and knowledge.
• Track and report on response times, accuracy, delivery timelines, and satisfaction trends.
• Monitor team and individual performance, highlighting insights and opportunities.
• Support ERP/CRM optimisation to align service platforms with business strategies.
• Drive initiatives that integrate physical and digital touchpoints to enhance the customer journey.
• Ensure prompt and effective handling of customer enquiries and complaints.
• Handle escalated customer queries, balance B2B and B2C service needs and tailor approaches by channel.
• Partner with Sales, Marketing, Purchasing, Quality and Production to resolve escalations and improve processes.

You'll Offer:

• Proven experience in a supervisory customer service role.
• Strong knowledge of B2B and B2C service environments.
• Excellent interpersonal and people management skills.
• Skilled in managing priorities under pressure.
• Analytical mindset with strong problem-solving skills.
• Familiarity with CRM/service platforms and KPI reporting.
• Experience across multiple sales routes to market (e-commerce, retail, distribution) is advantageous.

Offers You:
Hours of work 9.00am 5.30pm
Life Assurance
Staff Discount
Cashplan Scheme
Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy.

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