The Pilot Group
Customer Care Supervisor UK/US (Internal)
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The Pilot Group - Customer Care Supervisor UK/US (Internal)
Salary - £33k + bonus (up to £300 per month)
Hybrid working - 3 office days (the days required may vary, depending on business needs)
The Role
This role is responsible for leading and supporting the people within the Customer Service team during a 12-month maternity cover period. The focus is on ensuring strong day-to-day people management, consistent communication, and a positive, high-performing team environment. The role prioritises employee engagement, performance management, and continuous development to maintain stability, accountability, and growth across the team.
Key Behaviours
Customer Centric – The customer is the priority and should be the forefront of all daily actions and routines and hold accountability for your own actions. To manage and clearly communicate with your customers that you support, manage expectations and able to diffuse escalations that you may encounter, empower the team to deliver the best possible customer service.
People Management - Lead, support, motivate, and develop employees so they can perform effectively and reach their potential. Build positive working relationships, provide guidance and coaching, support employee wellbeing, resolve issues, and create an engaged, productive team environment.
- Conduct regular 1:1s focused on check-ins, support, and general development conversations.
- Escalate any performance concerns or wellbeing issues to the Team manager.
- Support team engagement and maintain a positive team environment.
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Performance management - The ability to set clear objectives, monitor results, provide regular feedback, and support continuous improvement to ensure individual and team performance meets organisational goals.
Communication and interpersonal skills - The ability to communicate clearly, professionally, and effectively with team members, customers, and stakeholders, while building positive working relationships based on trust, respect, and collaboration. This includes active listening, providing constructive feedback, managing difficult conversations, influencing others, and adapting communication styles to different audiences.
Key Responsibilities
Team Support and Coordination
- Act as a key point of contact for the Customer Service team for day-to-day support.
- Support the coordination of daily workloads alongside Senior Customer Service Representatives.
- Ensure clear communication across the team and with wider departments.
- Follow up on outstanding actions, queries, and escalations.
Training and Onboarding Support
- Support onboarding of new starters, ensuring training plans are followed.
- Assist in maintaining training documentation and process guides.
- Work with Senior Customer Service Representatives to ensure consistency in knowledge sharing.
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Documentation and Process Support
- Ensure key processes and updates are clearly documented.
- Support adherence to SOPs and highlight any gaps or inconsistencies.
- Assist with basic reporting and tracking of team activity where required.
Absence and Cover Coordination
- Conduct return-to-work conversations.
- Support coordination of cover plans for absences.
- Ensure absence information is communicated appropriately.
Collaboration and Communication
- Maintain clear communication with the Customer Service Manager on team updates and issues.
- Ensure consistent communication across the team and wider departments.
Metrics / KPIs
- Delivery and quality of 1:1s and performance management.
- Employee engagement and feedback.
- Team retention and absence management.
- Evidence of individual development and upskilling.
- Overall team morale and stability.
Key Skills
- Strong customer service skills with excellent communication competencies.
- Accustomed to a fast-paced, pragmatic working environment, you will be able to build relationships quickly, establish credibility, and manage all aspects of the procurement process.
- A real team player who uses their own initiative, is self-motivated, and results-orientated.
- Process improvement and efficiency.
- Stakeholder management.
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