Customer Service Supervisors

The Customer Service Supervisor is responsible for supervising day‑to‑day customer service operations within the non‑clinical recruitment department of a healthcare recruitment agency. The role focuses on front‑line service delivery, staff supervision, performance monitoring, and issue escalation, ensuring service procedures and standards are followed consistently. This is a non‑clinical, supervisory role with no responsibility for clinical decision‑making, service strategy ownership, or departmental management. Key Duties and Responsibilities * Supervise customer service staff providing support to non‑clinical recruitment activities * Provided high-quality customer support through phone, email, and face-to-face interactions, always maintaining a professional, friendly, and customer-focused approach * Handled customer enquiries, complaints, and service requests efficiently, ensuring timely resolutions that met both customer expectations and company standards * Allocate daily workloads, tasks, and priorities to service teams * Monitor service queues, response times, and resolution outcomes * Ensure service procedures and operational guidelines are followed consistently * Check the quality and accuracy of customer service interactions and documentation * Maintained accurate and up-to-date customer records using Customer Relationship Management (CRM) systems, ensuring data integrity and full compliance with General Data Protection Regulation (GDPR) requirements. * Followed all company policies, procedures, and compliance requirements, maintaining a high standard of professionalism at all times. * Ensure service delivery meets agreed internal service standards and SLAs * Identify recurring service issues and escalate them to management * Support the implementation of service improvements introduced by senior management * Act as the first escalation point for non‑clinical service queries or complaints * Support service delivery to healthcare clients, including NHS trusts and private providers * Ensure clear and professional communication with non‑clinical candidates throughout the recruitment process * Assist in resolving service‑related issues promptly and professionally * Provide day‑to‑day guidance, support, and coaching to customer service staff * Supported the onboarding and training of new team members, helping them settle into their roles and understand processes quickly. * Monitor individual performance and provide feedback to improve service quality * Raise performance or conduct concerns to the line manager where appropriate * Supervise administrative recruitment compliance activities, including: * Right to Work documentation checking * DBS coordination (where required) * Records management and document accuracy * Ensure records are maintained accurately and in line with procedures * Escalate compliance issues or risks to management for review * Maintain basic service performance records and reports * Provide regular updates to the Operations Manager or Service Manager * Communicate service issues, staffing concerns, and operational risks appropriately * Participate in team meetings and service update briefing Skills & Competencies Experience supervising customer service or support teams Strong organisational and communication skills Ability to manage workloads and priorities in a fast‑paced environment Good problem‑solving and customer handling skills Attention to detail in administrative and service tasks Experience & Qualifications Previous experience in a customer service or supervisory role Experience supporting operational service delivery Education to secondary level or equivalent experience Supervisory or customer service training desirable