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Customer Service Supervisor – Join a Premium Home Improvement Brand About the Role: We are looking for a proactive and organised Customer Service Supervisor to lead our post-sales support department. This is a hands-on “working lead” role; you will set the standard for excellent service through your own case handling while supporting a small team. Key Responsibilities: • Dual-Action Support: Manage your own daily customer enquiries while supervising and coaching your team member., • Case Management: Expertly manage our CRM to track all enquiries, complaints, and resolutions from start to finish., • Supplier Liaison: Work closely with our supply chain to resolve issues, arrange replacements, and manage product claims., • Continuous Improvement: Be a voice for change. Identify issues and collaborate with other departments to enhance the "Vufold" experience., • Technical Accuracy: Handle replacement orders and update internal systems (Sage/Magento) with precision. Requirements: • Experience: 5+ years in Customer Service and Complaint Handling is essential. This is an ideal step up for an experienced Senior Advisor or a current Supervisor., • Problem Solver: You must be able to investigate cases thoroughly—gathering facts, images, and videos to reach fair, balanced resolutions., • Resilience: You thrive in a fast-paced environment and enjoy the challenge of turning a complaint into a positive outcome., • Technical Aptitude: You must have experience providing aftercare support for physical products. You are comfortable navigating "post-installation" queries, understanding how a product functions in a real-world setting, and providing solutions that go beyond a simple refund or exchange. Why Join Vufold? • Premium Brand: Work with high-quality, industry-leading internal and external glazing solutions., • Work-Life Balance: Early finish every Friday with no evening or weekend work (Christmas and New Year closure)., • Competitive Salary: £28,000 to £32,000 per annum (depending on experience.), • Supportive Culture: Join a business that values "the difference in the detail" and the people who provide it. If you are someone who genuinely loves getting your teeth into a problem and takes real pride in seeing a customer’s issue through to a fair resolution, you’ll fit right in here. We are a family-run business with small, friendly teams. This role is the perfect 'step up' for an experienced problem-solver who is ready to take the lead. You will be working towards running your own department, setting your own high standards, and implementing improvements. If you’re proactive, enjoy supporting others, and want a role where your impact is noticed every single day, we’d love to hear from you.