Customer Services Supervisor

Location: Liverpool, Estuary Business Park

Contract: Permanent, Full-Time

Work Pattern: On-site

Salary: £34,000–£36,000 per annum

Hours: 40 hours per week, worked across flexible shifts including occasional weekends on a rota basis

The Challenge

As a Customer Services Supervisor, you’ll play a vital role in ensuring the delivery of fast, reliable, and friendly, first-class service to our customers. We combine reliable customer service with operational excellence to deliver results for our clients across logistics, transport, and commercial vehicle fleets.

This role acts as the escalation point for complex queries, supports team development, ensures compliance with processes, and contributes to service improvements. Responsible for overseeing the day-to-day performance of the customer service team to ensure all calls and customer enquiries are handled promptly, professionally, and in line with our service standards, the Customer Services Supervisor plays a pivotal and hands-on role in our operation.

The Approach

We’re looking for someone who is proactive and solutions-focused, who thrives in a fast-paced environment and is passionate about delivering excellent service and solving problems under pressure.

With a commitment to continuous improvement, adaptable to change and demonstrating a high level of resilience, the successful candidate will take the lead in delivering exceptional service and maintaining high standards.

You’ll be part of a supportive, team-focused environment where attention to detail and customer care make a real difference.

Key Responsibilities

Team Leadership & Performance

• Supervise, motivate, and support the customer service team to deliver high-quality service.
• Monitor performance metrics (e.g. call handling times, service levels, job completion times).
• Conduct coaching, feedback sessions, and occasionally one-to-one reviews with the support of the Operations Manager.
• Assist with rota planning and resource allocation to ensure adequate coverage.

Quality, Compliance & Processes

• Ensure adherence to operational procedures, data accuracy, and safety compliance.
• Identify process gaps and support the implementation of improvements.
• Monitor and manage workflow to ensure service delivery levels are maintained by effectively allocating jobs.
• Maintain up-to-date knowledge of service standards, industry requirements, and our systems.

Service Delivery

• Handle incoming calls from customers, providing reassurance and clear communication
• Use internal systems to log and manage cases efficiently
• Coordinate roadside assistance with external tyre partners
• Monitor progress and keep customers updated throughout
• Close cases and ensure accurate record-keeping
• Support the Operations Manager and team with daily operational tasks
• Identify opportunities to improve processes or service delivery

The Candidate

We’re looking for someone who brings:

• Previous experience in customer service supervisory or senior advisor role in a contact centre environment, or similar.
• Logistics or transport experience is advantageous but not compulsory as training will be provided.
• Strong communication skills with coaching and leadership abilities
• Confidence under pressure and the ability to manage difficult conversations professionally.
• Excellent attention to detail and accurate case management
• Confidence using IT systems and learning new tools
• A proactive, team-oriented attitude
• Flexibility to work occasional weekend shifts preferred.

What We Offer

• Competitive salary (£34,000–£36,000 DOE)
• Free onsite parking
• Company pension scheme
• Holiday entitlement in line with company policy
• Training and development opportunities
• Supportive, collaborative working environment

Equity, Diversity & Inclusion

We are committed to creating an inclusive, respectful workplace where everyone can thrive. We welcome applications from people of all backgrounds and are proud to be an equal opportunity employer.

Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.