Customer Service Supervisor

Job Summary:

At [Employer hidden] Group Ltd, the Customer Service Supervisor is responsible for leading a team to deliver outstanding customer service, addressing client inquiries and concerns related to construction projects, and ensuring that all customer touchpoints uphold the company’s reputation for excellence. This role involves managing customer relationships, supporting project teams, and streamlining communication between customers and internal departments.

Key Responsibilities:

• Act as the first point of escalation for client inquiries and complaints, ensuring timely and professional resolution.
• Build and maintain strong relationships with customers, providing updates on construction project progress and addressing any concerns.
• Ensure customer satisfaction throughout the lifecycle of projects, from initial inquiry to project completion.

Team Leadership:

• Supervise and mentor the customer service team, ensuring adherence to company policies and procedures.
• Organize team schedules to ensure adequate coverage for customer support during business hours.
• Provide performance feedback and support the professional development of team members.

Process Improvement:

• Evaluate and refine customer service processes to improve efficiency and response times.
• Collaborate with project managers and construction teams to address recurring customer concerns and implement preventive measures.

Customer Communication:

• Oversee communication with clients regarding service timelines, construction schedules, project updates, and changes.
• Ensure that all written and verbal communications are clear, accurate, and aligned with company standards.

Conflict Resolution:

• Mediate disputes between customers and the company, working collaboratively with internal teams to find mutually beneficial solutions.
• Handle high-pressure situations calmly and professionally to maintain client trust and loyalty.

Documentation and Reporting:

• Maintain accurate records of customer interactions, feedback, and resolutions using CRM systems.
• Generate regular reports on customer service metrics and provide insights to senior management.

Policy Compliance:

• Ensure that customer service operations comply with company policies, health and safety regulations, and data protection laws.
• Uphold the company’s commitment to ethical practices and quality standards.

Collaboration with Construction Teams:

• Coordinate with site managers, project coordinators, and subcontractors to provide accurate updates to customers.
• Relay customer concerns to relevant teams and ensure issues are addressed promptly.

Customer Feedback Integration:

• Gather customer feedback and analyze trends to identify opportunities for service improvement.
• Implement initiatives based on feedback to enhance the overall customer experience.

Ad Hoc Duties:

• Support management with special projects, such as customer satisfaction surveys and team training programs.
• Attend meetings and represent the customer service team in cross-departmental discussions.

Qualifications and Skills:

• Experience:

• Minimum 3 years of experience in a customer service role, preferably within the construction or related industry.
• Proven supervisory experience managing a team.

• Skills:

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Problem-solving skills with the ability to resolve conflicts effectively.
• Proficiency in CRM software and Microsoft Office Suite.

• Knowledge:

• Familiarity with construction processes, terminology, and timelines is highly desirable.
• Understanding of health and safety regulations and industry compliance standards.

• Personal Attributes:

• Customer-focused mindset.
• Ability to multitask and handle high-pressure situations.
• Strong organizational skills and attention to detail.

Working Hours:

Standard hours are typically Monday to Friday, 7:30 AM to 4:30 PM, with occasional overtime or weekend work depending on the project and weather conditions.

Job Category:

Customer Service Supervisor

Job Type:

Full Time

Job Location:

United Kingdom