Customer Service Supervisor

Location: Leicester
Salary: £28000 - £30000
Contract: 12 month contract
Working Pattern: Hybrid

Macildowie are working with this client based in Leicester, a well-established business operating within the consumer goods and distribution sector, to recruit an experienced and proactive Customer Service Supervisor.

This is a fantastic opportunity for a confident people manager who thrives in a fast-paced, customer-focused environment and enjoys driving team performance, improving processes and delivering outstanding service.

Reporting directly to the Director of Finance, you'll take responsibility for the day-to-day management of the Internal Sales and Customer Service team, ensuring customer orders are processed efficiently, enquiries are handled promptly and service standards remain consistently high.

The Role

As Sales Office Supervisor, your key responsibilities will include:

• Leading, motivating, training and developing the Internal Sales and Customer Service team.

• Monitoring team performance against KPIs, including order processing, customer enquiries and credit notes.

• Ensuring customer orders are processed accurately and within agreed timescales.

• Overseeing customer service enquiries and resolving escalated issues professionally and efficiently.

• Working closely with Purchasing and Warehouse teams to manage stock availability and order fulfilment.

• Supporting the team in offering suitable alternatives when products are unavailable.

• Managing key account administration, pricing, discounts and customer account information.

• Maintaining accurate order forecasts and customer records using the ERP system.

• Identifying opportunities to streamline processes and improve customer satisfaction.

• Completing performance appraisals and supporting ongoing team development.

About You

We're looking for an experienced Sales Office Supervisor or Customer Service Team Leader who can bring energy, structure and a hands-on approach to the role.

You'll ideally have:

• Previous experience supervising or managing a Sales Administration, Internal Sales or Customer Service team.

• A proven track record of working towards service-level targets and operational KPIs.

• Excellent communication skills and the confidence to manage customer escalations.

• Strong organisational skills with excellent attention to detail.

• Good working knowledge of Microsoft Office applications.

• Experience using ERP or order management systems.

• A proactive, solutions-focused approach with the confidence to challenge existing processes.

• The ability to build positive relationships across departments.

Above all, you'll be a supportive and approachable leader who takes ownership, leads by example and enjoys getting the best out of people.

What's on Offer?

• The opportunity to join an established business with a strong reputation in its sector.

• A varied and responsible supervisory position.

• The chance to make a genuine impact on team performance and customer experience.

• Close working relationships with senior management and operational teams.

• Opportunities to contribute to process improvements and team development.

Interested?

If you're an experienced Customer Service or Sales Office Supervisor looking for your next challenge in Leicester, we'd love to hear from you.