The Pilot Group
Temporary Customer Care Supervisor (EU)
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The Pilot Group - Temporary Customer Care Supervisor (EU)
FTC 9 months
Salary - £33k + bonus (up to £300 per month after successful probation)
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.
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.
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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.
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.
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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 own initiative, is self-motivated, and results-oriented.
- Process improvement and efficiency.
- Stakeholder management.
Location (Customer Service): Head Office, Manchester
- (Short walk from Manchester Victoria train station)
- Commutable from: Manchester, Greater Manchester, Oldham, Rochdale, Warrington, Widnes, Runcorn, Preston, St Helens, Altrincham, Stockport, Bury, Bolton, Leigh, Wigan, Wilmslow
Benefits
- 25 days holidays + bank holidays.
- Holiday Purchase Scheme.
- Life Assurance x 4 of your salary.
- Health Shield – Cash plan, Thrive app, Employee Assistance Program, My GP anytime.
- Metro Money.
- Location close to Manchester City Centre.
- Free parking – first come, first serve basis.
- Enhanced maternity/paternity pay.
- Annual Events including Christmas Party/Team Lunches.
Recruitment Agencies
The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative, or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV ‘sent in kind’ and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction.
Recruitment Candidate Privacy Policy | The Pilot Group
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