Customer Operations Supervisor

Customer Operations Supervisor

  • Post Date:13th April 2026
  • Apply Before: 1st May 2026
  • Views 4
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Job Description

Job Information
Date Opened
03/27/2026

Job Type
Full time

Work Experience
1-3 years

Industry
Customer Service

City
London

State/Province
City of London

Country
United Kingdom

Zip/Postal Code
E14 0JW

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Job Description
OVERVIEW:
The Customer Operations Supervisor is dedicated to the smooth running and exceptional presentation of their teams and piers. They provide accountability at local level to boost standards, and enable team member – line manager relationships that drive quality conversations, improving the performance and wellbeing of our team members, supporting in the delivery of a consistent and exceptional customer experience.

KEY ACCOUNTABILITIES:
Manages their team of Customer Service Assistants working across their island
Ensures the smooth running of the piers in their island
Delivers a “human, bright and bold” Customer Experience across their island
Guarantees Revenue Protection on their island

MAIN ACTIVITIES, DUTIES & RESPONSIBILITIES:
Hosts daily team member briefs to inform, delight, amuse and engage their teams
Responsible for ensuring that all piers and team members present to the expected standard, and the Customer Operations Supervisor leads by example with this themselves
Provides the relative equipment to the team, is responsible for ensuring the equipment is returned and maintained in working order
Walks each of the piers in their island regularly, looking at them through the customers’ eyes
Liaises with the management team and other stakeholders (such as Marketing and Safety) to ensure that the pier is kept in optimal condition and that all signage meets brand guidelines and is up to standard
Manages their own time effectively, travelling around their island as required to complete their tasks and support their teams
Holds regular, quality, conversations with each of their individual team members, including feedback conversations, career conversations, return to work conversations, welfare conversations and honest conversations.
Actively listens to their team members, motivating, engaging and leading them to deliver the best standards across the piers in their island.
Investigates any concerns in-line with the company disciplinary process, liaising with the management team and HR where appropriate.
Supports their team members’ wellbeing and liaises with the DM team and HR where appropriate.
Aspires to a positive team and company culture, where the key to success is through the support and engagement of the team members.
Responsible for ensuring the right people are in the right place at the right time to deliver the customer experience, managing absence and sickness cover as required
Supports with customer escalations as appropriate
Makes key customer decisions which support the company’s success whilst delivering the right customer experience, escalating where appropriate to the management team and/or customer communications team

Requirements
​
KEY SKILLS:
Essential
Ability to manage and motivate a diverse and transient team in order to deliver service excellence
Previous Customer facing management experience
Proven ability to motivate and engage a team, driving ticket sales and team spirit
Thrive in a very busy environment and maintain patience and empathy even when working under pressure
Be committed and flexible in your approach to work
Computer literate
Ability to respond quickly to an increase in service demand with a “hands on” approach
Have a proven ability to work effectively as part of a team and to establish good professional relationships with colleagues
A commitment to delivering the best
Desirable
Ability to speak different languages

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