We are recruiting for a Global Distribution company based in the Ealing borough of Greater London they are looking for a Customer Service Supervisor responsible for the day-to-day supervision of the customer service team circa 6 staff, ensuring that customers receive timely, accurate and professional support. The role focuses on team leadership, performance management, process adherence and continuous improvement in customer experience and team building.Key ResponsibilitiesTeam Leadership and Supervision- Supervise a team of 6 Customer Service Advisors / Representatives on a daily basis.- Plan and allocate workloads, shifts and breaks to ensure adequate coverage.- Act as the first point of escalation for complex or sensitive customer queries.- Provide on-the-job guidance, coaching and support to team members.Performance Management- Monitor individual and team performance against agreed KPIs (e.g. response times, quality scores, customer satisfaction, call handling metrics).- Conduct regular 1:1s, feedback sessions and informal performance reviews.- Identify training needs and work with management/HR to arrange appropriate training and development.- Support formal performance processes where necessary, in line with company policies.Customer Service Delivery- Ensure all customer interactions (phone, email, chat, social media, etc.) follow agreed scripts, standards and service levels.- Handle complex complaints and queries, resolving them promptly and professionally.- Make ..... full job details .....