Transport Customer Services Supervisor

Transport Customer Services Supervisor – Elmstead Market Salary £35-40K DOE Hours: 8-5 or 9-6Flexible Pension Free Parking Medical Insurance Death in Services Cycle to work scheme Electric Vehicle scheme Gym Discounts Funded learning Company Socials Achievement awards Role Purpose We are working with a well-known logistics company offering next day delivery across the UK and Europe who are seeking a Customer Services Supervisor to heroically lead a team of customer service legends while juggling phone calls, drivers, planners, and the occasional mysteriously vanishing delivery. Your mission: keep customers happy, keep the office sane, and keep transport running smoother than a well-oiled forklift. Key Responsibilities Customer Service & Communication * Supervise a team who answer the phone before it even rings (we can dream). * Handle escalated customer issues with charm, confidence, and the patience of a saint. * Provide service updates without breaking into interpretive dance (optional but appreciated). * Build relationships with customers who may or may not think you control the weather, traffic, and driver lunch breaks. Team Leadership * Coach, guide, and occasionally bribe your team with biscuits to hit targets. * Monitor performance and gently remind everyone that “Replying to emails” is indeed part of the job. * Manage rotas and ensure the office isn’t staffed entirely by people who forgot they were on holiday. * Hold team meetings that are short, informative, and only slightly off-topic. Operational Coordination * Work with transport planners, drivers, and whoever else knows where the vehicles actually are. * Keep customers updated on delays caused by traffic, weather, or spontaneous tractor parades. * Ensure booking and CRM systems are accurate (no made-up postcodes, please). Reporting & Administration * Produce reports that make you look organised and impress management. * Track KPIs like response times, customer satisfaction, and team biscuit consumption. * Keep accurate records of all customer interactions with minimal eye-rolling. Skills & Experience Required * Experience in transport, logistics, or any job that required diplomatic superpowers. * Previous supervisory experience or at least the ability to organise humans. * Excellent communication, problem solving, and “I can fix this” energy. * Solid IT skills and the willingness to pretend computers always behave. * Knowledge of transport processes (or the ability to Google at speed). Personal Qualities * Customer-obsessed in a healthy way * Calm under pressure (or good at pretending) * Sense of humour essential * Detail-oriented enough to spot a wrong postcode from 30 feet away * A team player with the ability to lift spirits—even when the lorry won’t start