About

Customer Service Centre SupervisorAre you an experienced helpdesk or scheduling professional ready to step into a leadership role where pace, performance, and accountability matter?We’re recruiting on behalf of a rapidly expanding, high-growth commercial services business operating within a reactive, fast-moving environment. This is a pivotal supervisory role at the heart of operations — ideal for someone who thrives under pressure, leads from the front, and takes pride in delivering exceptional service.The Opportunity As Customer Service Centre Supervisor, you’ll take ownership of the day-to-day running of a busy service desk, ensuring jobs are scheduled efficiently, SLAs are met, and clients receive proactive, professional communication at every stage.You’ll be hands-on, commercially aware, and confident making real-time decisions that protect performance and client relationships.Key Responsibilities Lead and supervise a team of Customer Service CoordinatorsOversee scheduling and resource allocation, balancing priority, location, emergency response, and SLA commitmentsEnsure the right field operative is assigned to the right job first timeAct as the operational escalation point for service issues, complaints, and system challengesMaintain accurate job data and system integrity (CRM/KPI reporting/Power BI oversight)Monitor plan queues, replan pipelines, SLAs, and commercial risk areasDeliver KPI reviews, run team meetings, and drive continuous improvementSupport financial controls including invoice queries, payroll discrepancies, and cost reviewsManage call-out rotas and out-of-hours planningWork one out-of-hours shift every eight weeks to maintain consistency and team engagementAttend client meetings and confidently present service performance data What We’re Looking For Strong background