Sales & Customer Service Supervisor

  • West Midlands
  • Permanent
  • Shropshire
  • 23/02/2021
  • £22000 - £26000 per annum
  • csshr/tor/12/01/2021
  • Administrator Jobs
  • Other Grade

~Sales & Customer Service Supervisor ~

~ Based in Shrewsbury, Days – 8.30am – 5pm ~

~ Permanent position~

We are now recruiting for a Sales & Customer Service Supervisor based in Shrewsbury.

Permanent position. Must have own transport due to location


Monday – Friday

8:30am – 5pm


£22,000 – £26,000 per annum

Your duties as a Sales & Customer Service Supervisor would include:

  • Managing a team of 7
  • Day to day running of customer service department
  • Implement and maintain a culture of continuous improvement
  • Ensure all Compliance and Quality policies are implemented and applied in your area and robust procedures, work instructions, training are in place
  • Develop a culture of continuous improvement focused on enhancing the end-to-end customer experience
  • Ensure tasks are carried out across x4 sales channels equally
  • Promote and enforce the need to capture customer feedback carefully and consistently on internal systems
  • Review monthly feedback acting where appropriate to avoid issues recurring
  • Continuously striving to reduce complaints and improve customer satisfaction
  • Monitor lost calls/average waiting times to improve service levels
  • Continuously look for improvements to processes working with other teams to implement
  • Process sales orders, stock issues, replacements, and customer returns
  • Follow up all sales leads and requested call backs, delivery issues and meet all set performance targets
  • Ensure customer reviews are appropriately dealt with

Commercial Responsibilities:

  • Promote and enforce up sell and cross-selling
  • Contribute to product development
  • Provide support to the marketing team when preparing for events, processing competitions, eBay/Amazon listing administration and website mystery shopping
  • Be constantly aware of competitor actions/press stories

Personnel Responsibilities:

  • Ensure staff are fully trained and any additional training is carried out to a high standard
  • Continuously review staffing levels especially during key, busy & holiday periods
  • Monitor staffing levels on a daily/weekly basis to react to business changes or absence, taking appropriate action
  • Ensure time sheets, sickness forms, holiday forms etc. are passed to payroll and team holiday/sickness logs are kept up to date
  • Carry out appraisals and return to work interviews as required
  • Arrange monthly one-on-one sessions with each team member and daily team meetings to discuss the priorities/tasks for the day ahead

Qualifications and Education Requirements:

  • Strong supervisory/management background in a busy Customer Service environment
  • Proven track record building and managing highly engaged operational teams and hitting operational KPIs
  • Professional, organised and commercially savvy
  • Customer centric mind set
  • Able to communicate effectively, show empathy, patience and remain calm, adopt a positive attitude to difficult situations and working under pressure
  • IT literate, confident working on Sage, Magento and Bespoke Internal systems
  • Able to plan and utilise resources effectively
  • Confidently able to deal with people at all levels in a timely and efficient manner
  • Creative problem solver with strong planning and decision-making skills
  • Flexible approach to working hours, willing to work weekends if/when required

Preferred Skills:

  • Equivalent of University Degree or equivalent desirable experience
  • Experience working for a lifestyle/consumer brand preferred but not essential

Interested in the role of Sales & Customer Service Supervisor? Please send your CV to

Encore Personnel are an Equal Opportunities Employer. Specialist Recruiters in the Technical/engineering, Industrial, Driving, Energy, Professional and Contact Services sectors. Supplying nationally.

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