Customer Care Supervisor

About the role

Reporting to the Customer Care Manager, you will take ownership of key customer relationships, customer claims and complex service issues. You will work closely with Sales, Dispatch, Operations, Accounts and other teams to ensure customer commitments are delivered and issues are resolved promptly. This is a working supervisor position where you will manage your own customer workload while providing practical guidance, prioritisation and first-line escalation support to the wider Customer Care team.

Key responsibilities

• Personally manage Smart Express's top 15 nominated customers
• Maintain accurate customer contacts, service requirements, pricing, booking processes and escalation pathways
• Handle customer enquiries, bookings, changes, complaints and after-sales support
• Manage customer claims from initial notification through investigation, communication, proposed resolution and closure
• Act as the first point of escalation for difficult or high-impact customer issues
• Coordinate practical service recovery across internal teams, drivers, suppliers and service partners
• Provide daily guidance, workload prioritisation, clear handovers, coaching and quality feedback to the Customer Care team
• Identify recurring complaints, claims, service failures and process gaps
• Recommend practical improvements to customer service processes
• Prepare accurate weekly and monthly reporting covering key customers, claims, escalations, risks, trends and actions

About you

• Proven experience in customer care, account management, logistics, removals or another service-focused environment
• Experience guiding colleagues, prioritising shared workloads and providing practical coaching
• A hands-on work ethic and willingness to personally manage customer matters
• Confidence handling key accounts, complaints, escalations and sensitive claims
• Strong written and verbal communication skills
• Sound commercial judgement and a practical approach to problem-solving
• Excellent organisation, attention to detail and follow-through
• The ability to remain calm, professional and customer-focused under pressure
• Confidence identifying service trends and recommending practical improvements
• Competence with Microsoft Word and Excel, Google platforms, CRM systems and transport management systems

About us

At Smart Express, customer care is about taking ownership, finding solutions and delivering on our commitments. You will join a collaborative team and have the opportunity to make a meaningful impact on the experience of our customers and the performance of our business.