Customer Services Supervisor

Customer Services Supervisor Cambridge Hybrid working If you know how to bring out the best in your team, whilst keeping customer service running smoothly, this is an opportunity to make your mark. A rapidly growing business in Cambridge is looking for a proactive Customer Services Team Leader who can lead from the front, build confidence across the team and keep standards high when the pace picks up. With the business evolving, you'll have the chance to influence how the team works, improve the customer experience and develop your own career along the way. You'll combine day-to-day leadership with hands-on operational oversight. You'll help your team navigate high call volumes, competing priorities and complex queries, making sure clients receive a responsive, professional and personal service. making sure clients receive a responsive, professional and personal service. This varied role includes: Keeping the day on track: organising workloads, overseeing the team mailbox and ensuring calls, enquiries and cases are handled within agreed service levels.Helping people succeed: delivering one-to-ones, performance reviews, coaching and training for established colleagues and new starters.Taking ownership when it matters: acting as the first escalation point for complex queries and complaints, bringing sound judgement, empathy and clear communication.Maintaining high standards: ensuring accurate case records, completing accuracy and compliance checks, and keeping procedures up to date.Making service better: monitoring KPIs, spotting recurring issues and turning ideas into practical improvements.Connecting the business: working across departments and supporting the Manager with resource planning, team development and wider projects.You'll bring experience of managing or supervising people in a busy service environment, alongside confidence handling high call volumes. You'll be comfortable setting expectations, giving constructive feedback and stepping in when your team needs support. You'll also be someone who: Stays calm, organised and decisive under pressure.Takes ownership and follows issues through to resolution.Balances a positive client experience with accuracy and compliance.Spots what needs improving and takes the initiative.Enjoys developing others and building a team people can rely on.Experience with CRM or case management systems and complaints handling is also required. You'll be based in the Cambridge office 3 days per week and have working 2 days from home. Location: Cambridge Hours: Monday-Friday 9am-5:30pm Salary: Competitive EA First Ltd are acting as an Employment Agency for this permanent vacancy.