Customer Service Supervisor - UK and Ireland, France, Benelux

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 (ZendeskSalesForce 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 (written & verbal)
• 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