Supervisor – Customer Experience Team
đź“Ť Lowestoft, Suffolk
đź’Ľ Competitive basic + benefits
Our client is a UK‑based manufacturer of patented commercial refrigerated drawer units, trusted by professional kitchens worldwide. They’re seeking a confident, solution‑focused Supervisor to lead and support the Customer Experience Team (CET) in Lowestoft.
About the Role
You’ll oversee daily operations, ensuring exceptional customer service across service, technical support, sales support, and customer journey management.
This role combines team leadership, customer service excellence, operational coordination, and commercial awareness — ensuring customers receive timely and effective support from installation through to ongoing service and maintenance.
Key Responsibilities
Team Leadership & Supervision
Supervise and support the CET team in daily operations
Allocate workloads and prioritise activities across service and sales support
Develop a collaborative, customer‑focused culture
Coach team members and monitor performance standards
Customer Service & Journey
Ensure a professional, responsive service experience
Handle escalated issues and complex service cases
Maintain accurate records and follow up proactively
Promote a customer‑centric culture through feedback and improvement
Service Coordination & Technical Support
Coordinate engineer appointments and service providers
Support fault diagnosis and technical queries
Monitor service KPIs and maintain strong partner relationships
Sales & Administrative Support
Process orders, returns, and documentation accurately
Maintain NAV and Salesforce systems
Support debt chasing for service‑related invoices
Process Improvement & Compliance
Identify efficiency and service delivery improvements
Ensure adherence to company procedures and Health & Safety standards
Support accurate reporting and operational planning
Skills & Experience
Supervisory or team leadership experience in customer service or technical support
Strong communication and problem‑solving skills
Confident using Microsoft Office 365, NAV, and Salesforce
Organised, proactive, and commercially aware
Ability to build strong relationships across teams and customers
Key Performance Indicators
Service response and completion times
Customer satisfaction and feedback
Accuracy of order and service processing
Engineer attendance and service performance
Team productivity and service quality
Reduction in repeat customer issues
Process improvement and operational efficiency