Customer Service Supervisor
| Dyddiad hysbysebu: | 18 Medi 2025 |
|---|---|
| Cyflog: | £26,000 i £30,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 18 Hydref 2025 |
| Lleoliad: | 1 Paris Garden, SE1 8ND |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Chillisauce Events |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
Job Description: Customer Service Supervisor
Company:
Chillisauce is an exciting, dynamic, events company located in the heart of London. Established over 24 years, Chillisauce is the largest provider of Stag, Hen and Activity weekends in the UK.
A new position has arisen for a Customer Service Supervisor to manage a growing team of Customer Service Executives.
What are we looking for in a candidate:
We are looking for a positive, bubbly person that has great all-round communication with previous supervisor experience. We are looking for someone that can motivate and bring the team together and push them forward to achieve new goals. Ideally, they would have 2 years’ experience managing a team with complaints and escalation experience.
Role Purpose:
While having their own customers to provide support to, the Customer Service Supervisor will also work underneath the Head of Customer Service to supervise a department of Customer Service Executives.
The department aim is to provide support, assistance and completion of all post-sales tasks required for the successful departure of Chillisauce groups, ensuring excellent customer experience.
Customer Service Executives (CSEs) take over an event once the Sales Team have received the customers’ deposit. They are responsible for ensuring the quoted itinerary is fully booked and responding to any customer queries or changes.
The Supervisor will be responsible for leading by example and overseeing that the CSEs provide consistently excellent service to customers and efficient processing of sales support tasks with exceptional attention to detail.
This is a full-time office role based in Waterloo. Monday to Friday 9am-5.30pm.
Duties and Responsibilities:
The Customer Service Supervisor will have two elements of their role:
Their own customers:
You will be responsible for ensuring that the events are all booked correctly with our suppliers and that our customers have a great time away without errors. You will be looking after all the administration aspects of the booking which would include confirming hotels, transfers, nightclubs, and activities. You will also be checking invoices, running reports, and solving any queries that may come up before departure. You will be utilising a variety of communication channels from email, phone, internal messaging, and online booking systems.
The Supervising Role:
To take ownership of the day to day running of the Customer Services team with having the ability to deliver the highest standard of customer service with excellent communication skills.
• Sickness and Lateness management of staff
• To lead by example and drive staff
• Trouble shooting issues
• 1-2-1 reviews for new staff and existing staff
• Ensuring that staff are monitored regularly to ensure consistency and excellence.
• Phone call monitoring with staff and dual grading.
• Random spot checks on staff throughout the day to check workload pressure points.
• Complaint logging and escalation support
• On going training for customer service staff where everything is logged and can be referred to improve future performance.
• Look at future workload and juggle/train staff as and when necessary, due to staff absence/annual leave.
• Laise with other teams to solve problems together and build rapport with
• Annual Leave approver for Customer Services
• To ensure KPI’s given are delivered within time frames given.
• Look at what can be improved/streamlined/changed to improve the team’s performance.
• Monitor the team to ensure that all final itineraries/hotel vouchers are sent out on time
• Build rapport with our suppliers.
• Manage the out of hours emergency rota to ensure adequate cover for the business needs.
Ad Hoc duties
• Assist with the finance team with invoicing queries.
• Assist where any other department that may need help.
• Be available for escalation for on call issues/emergencies.
The role will also involve being the principal Customer Service champion, with responsibility for training staff throughout both teams in complaint handling and resolution and acting as the principal arbiter of where the responsibility for a complaint lies.
Holliday Allowance: 20 days plus 8 bank holidays, grows by 1 day each year up to 25 maximum.
Salary: Dependant on experience (Salary Range: £26k-30k)
Company:
Chillisauce is an exciting, dynamic, events company located in the heart of London. Established over 24 years, Chillisauce is the largest provider of Stag, Hen and Activity weekends in the UK.
A new position has arisen for a Customer Service Supervisor to manage a growing team of Customer Service Executives.
What are we looking for in a candidate:
We are looking for a positive, bubbly person that has great all-round communication with previous supervisor experience. We are looking for someone that can motivate and bring the team together and push them forward to achieve new goals. Ideally, they would have 2 years’ experience managing a team with complaints and escalation experience.
Role Purpose:
While having their own customers to provide support to, the Customer Service Supervisor will also work underneath the Head of Customer Service to supervise a department of Customer Service Executives.
The department aim is to provide support, assistance and completion of all post-sales tasks required for the successful departure of Chillisauce groups, ensuring excellent customer experience.
Customer Service Executives (CSEs) take over an event once the Sales Team have received the customers’ deposit. They are responsible for ensuring the quoted itinerary is fully booked and responding to any customer queries or changes.
The Supervisor will be responsible for leading by example and overseeing that the CSEs provide consistently excellent service to customers and efficient processing of sales support tasks with exceptional attention to detail.
This is a full-time office role based in Waterloo. Monday to Friday 9am-5.30pm.
Duties and Responsibilities:
The Customer Service Supervisor will have two elements of their role:
Their own customers:
You will be responsible for ensuring that the events are all booked correctly with our suppliers and that our customers have a great time away without errors. You will be looking after all the administration aspects of the booking which would include confirming hotels, transfers, nightclubs, and activities. You will also be checking invoices, running reports, and solving any queries that may come up before departure. You will be utilising a variety of communication channels from email, phone, internal messaging, and online booking systems.
The Supervising Role:
To take ownership of the day to day running of the Customer Services team with having the ability to deliver the highest standard of customer service with excellent communication skills.
• Sickness and Lateness management of staff
• To lead by example and drive staff
• Trouble shooting issues
• 1-2-1 reviews for new staff and existing staff
• Ensuring that staff are monitored regularly to ensure consistency and excellence.
• Phone call monitoring with staff and dual grading.
• Random spot checks on staff throughout the day to check workload pressure points.
• Complaint logging and escalation support
• On going training for customer service staff where everything is logged and can be referred to improve future performance.
• Look at future workload and juggle/train staff as and when necessary, due to staff absence/annual leave.
• Laise with other teams to solve problems together and build rapport with
• Annual Leave approver for Customer Services
• To ensure KPI’s given are delivered within time frames given.
• Look at what can be improved/streamlined/changed to improve the team’s performance.
• Monitor the team to ensure that all final itineraries/hotel vouchers are sent out on time
• Build rapport with our suppliers.
• Manage the out of hours emergency rota to ensure adequate cover for the business needs.
Ad Hoc duties
• Assist with the finance team with invoicing queries.
• Assist where any other department that may need help.
• Be available for escalation for on call issues/emergencies.
The role will also involve being the principal Customer Service champion, with responsibility for training staff throughout both teams in complaint handling and resolution and acting as the principal arbiter of where the responsibility for a complaint lies.
Holliday Allowance: 20 days plus 8 bank holidays, grows by 1 day each year up to 25 maximum.
Salary: Dependant on experience (Salary Range: £26k-30k)