Customer Services Supervisor

Description:

Original Style Limited is a leading UK manufacturer and distributor of premium ceramic tiles. Supplying both B2B and B2C markets we combine craftsmanship with innovation to deliver high quality products and exceptional service across the UK and internationally. We pride ourselves on being a market leader in the tile industry, known for sourcing exclusive, on-trend designs that elevate spaces with style and quality. Our passion for excellence extends beyond our exceptional product range; we are equally committed to delivering top-tier customer service that sets us apart.

Key Responsibilities:

• Lead, coach, and develop a motivated customer services team.
• Support wellbeing and performance within your team in partnership with HR.
• Monitor service levels, ensuring KPIs and Service Levels are consistently met.
• Handle escalated customer queries, balancing B2B and B2C needs.
• Oversee sampling, displays and bespoke/custom order requests.
• Contribute to continuous improvement projects, including system upgrades (ERP, CRM, telephony, Omni channel platforms).

What We’re Looking For:

• Proven experience in a customer service supervisory role.
• A strong grasp of both B2B and B2C service environments.
• Excellent communication and people management skills.
• Confident problem-solving and analytical approach.
• Ability to stay calm under pressure and manage competing priorities.
• Familiarity with CRM systems and service performance metrics.