Customer Service Supervisor

Customer Service Supervisor Location: Gloucester Salary: Competitive + Benefits Job Type: Full Time, Permanent The Role As Customer Service Supervisor, you will support the Customer Support Manager in delivering Arjo's customer service strategy while leading and developing a high‑performing team. You will be responsible for ensuring operational excellence, driving service improvements, and creating a positive culture where employees are empowered to deliver exceptional customer experiences. Key Responsibilities Lead, coach, and develop a multi‑functional customer service team. Manage recruitment, onboarding, performance reviews, and employee development. Monitor team performance against KPIs and service targets. Analyse telephony reporting and operational data to identify trends and implement improvements. Conduct regular team meetings and one‑to‑one discussions to share information and support development. Create training and development plans to ensure team members have the skills and knowledge needed to succeed. Recognise and reward high performance while fostering strong team morale and engagement. Drive continuous improvement initiatives that enhance customer experience and increase first‑time resolution rates. Manage and resolve escalated customer complaints through to successful conclusion. Work collaboratively across departments to improve processes and operational efficiency. Deputise for the Customer Support Manager when required. What We're Looking For Previous experience supervising or leading customer service or operational teams. Proven ability to build, develop, and motivate high‑performing teams. Strong understanding of customer service best practice and performance management. Excellent communication and interpersonal skills. Ability to handle sensitive situations with professionalism, tact, and confidentiality. Strong organisational skills with excellent attention to detail. Experience analysing KPIs and performance data to drive improvements. Ability to work independently and make informed decisions. Strong customer care and telephone communication skills. Competent in Microsoft Office, including Excel, Word, Outlook, and PowerPoint. Experience working within a quality‑managed environment. Knowledge of ISO9001 quality management systems. Experience supporting continuous improvement and service excellence initiatives. Why Join Arjo? We offer: Competitive salary and benefits package Ongoing training and development opportunities A supportive and collaborative working environment Career progression opportunities within a global organisation The chance to lead a team that makes a genuine impact every day About You You are an inspirational team leader who thrives on developing people, improving processes, and delivering excellent customer experiences. You are passionate about creating engaged, high‑performing teams and helping customers receive the best possible service. Arjo Commitment to Equality and Inclusion Arjo is proud to be Disability Confident committed, demonstrating our dedication to inclusive employment practices. We support applicants from all parts of society to build a more diverse, equitable, inclusive, and engaging environment. We pledge support to the Armed Forces Covenant and are members of the Mental Health Charter. Apply Today Join Arjo and help us improve outcomes for customers, healthcare professionals, and patients across the UK and Ireland. Apply today. #J-18808-Ljbffr