Customer Service Supervisor
North Atlantic Imports · Reading
At Weber Blackstone, we believe the best moments happen outdoors while enjoying delicious food with your favorite people. We lead the industry in innovation, design, and consumer delight, and we’re fueled by people who are curious, bold, and collaborative. Whether you’re a seasoned pro or exploring a new craft, we want Weber Blackstone to be the spark that ignites your next career move. Join us on our journey to create world class products that redefine and reimagine outdoor cooking and deliver exceptional experiences for generations to come. Come be part of our BBQ!
Role Overview
Description
The Customer Service Supervisor is responsible for leading the UK & Ireland, France and BENELUX regional customer support operation, overseeing both internal and external teams to ensure the consistent delivery of a premium consumer experience. The role focuses on operational excellence, team performance, and driving value through efficient service and consumer-focused sales. It is a hands-on leadership position with accountability for people management, process optimisation, system usage, and continuous improvement across all customer service touchpoints.
Responsibilities:
- Ensure full team coverage across UK & Ireland, France, Belgium, and the Netherlands, aligned to demand forecasting
- Lead seasonal recruitment, onboarding, offboarding, and resource planning (internal/agency)
- Manage team development through coaching, shadowing, and formal training
- Set individual and team KPIs, monitor performance, and manage underperformance
- Foster team collaboration and clear communication aligned with brand and strategy
- Oversee all inbound consumer contacts (voice, web, email, chat, social) via our selected platforms
- Ensure efficient ticket distribution and response time to meet SLAs and KPIs
- Manage escalations, quality cases, and coordinate with internal departments for resolution
- Analyse trends in contact types and volumes to support forecasting and service improvement
- Own product return, replacement, and refund processes
- Promote a value-add mindset by embedding upselling and conversion techniques across the team
- Identify revenue opportunities through service channels (grills, accessories, spare parts)
- Support outbound sales initiatives and leverage team capacity during low volume periods
- Collaborate with Marketing/Communications to enhance the consumer journey
- Monitor key KPIs (response/resolution time, call metrics, CSAT) using platform analytics
- Deliver actionable performance insights and escalate recurring issues
- Share regional learnings and trends with wider EMEA Customer Service leadership
- Lead or support implementation of service tools (OMS, IVR, spare parts sales, etc.)
- Participate in global/EMEA-led projects focused on automation, service efficiency, or innovation
- Champion new processes, policies, and technologies that enhance team performance and consumer experience
Experience:
- Experience in a supervisory customer service role within a premium consumer brand
- Proven ability to lead multilingual teams and manage seasonal workforce scaling
- Familiarity with CRM systems (SalesForce Service Cloud), ERP tools (SAP/Navision), and payment platforms
- Direct or indirect sales/customer conversion experience a strong advantage
- Fluent in English, French (written & verbal), and Dutch language skills would be a strong advantage
- Strong planning, multitasking, and communication skills
- Analytical mindset with the ability to interpret service data and act on insights
- Understanding of e-commerce, D2C order flow, and customer journey touchpoints
- Comfort navigating both technical issues and customer sentiment management
Benefits:
Health & Wellbeing
- Bupa Private Medical Insurance - Comprehensive health coverage for you, with optional upgrades for family members.
- Cash Plan included – covering everyday health expenses like opticians and physiotherapy.
Financial Security
- Pension Scheme - An 8% ER contribution with voluntary EE contribution
- Life Assurance - Peace of mind for your loved ones with our life assurance cover.
Plus!
- Company Car & Fuel Card - Provided for eligible Sales Team members to support their business travel needs only.
- Remote Weeks - Work remotely for 2 weeks of the year (Subject to management approval)
- Grill Academy Access - Learn from the best and become a BBQ expert with exclusive Grill Academy training.
- Welcome BBQ Gift - All new joiners receive a complimentary Weber BBQ as part of their welcome voucher.
- Weber Staff Discount - Enjoy generous employee discounts on our full range of grills, accessories, and fuel – perfect for upgrading your outdoor cooking game.
- Friends and Family Discounts - Allow your nearest and dearest excellent discounts on our products
- Develop your language skills - Access to a wide range of language courses with Lingoda
- Employee Assistance Program - Free, confidential 24/7 support for personal, family, or work-related support.
- Regular Social Events - We hold regular social events allowing our teams to come together on a more personal level and celebrate our success
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