Customer Service Supervisor

MyBakery Ltd is a growing bakery business producing and supplying a range of freshly made products including cakes, brownies, cookies and cheesecakes.

We are looking for an experienced and organised Customer Service Supervisor to oversee our day-to-day customer service activities and help ensure that customer orders are processed, prepared and completed on time.

The successful candidate will supervise customer enquiries and orders, support customer service staff, deal with complaints and escalated matters, maintain accurate customer and order records, monitor service performance and work closely with the bakery production team throughout the day to ensure customer orders are progressing according to schedule.

A key part of the role will be monitoring the status of customer orders from receipt through to production, packing, collection or dispatch, helping to ensure that orders leave on time and that customers receive the high level of service expected from MyBakery Ltd.

Key Responsibilities

• Supervise and support the day-to-day activities of the customer service team.
• Ensure customer enquiries are responded to promptly and professionally.
• Oversee customer orders received through telephone, email, website, social media and other sales channels.
• Monitor order accuracy and ensure customer requirements are correctly recorded and communicated to the relevant production and packing teams.
• Maintain oversight of live customer orders throughout the working day to ensure they are progressing according to the required production schedule.
• Liaise regularly with bakery production staff to confirm that cakes, brownies, cookies, cheesecakes and other customer orders are being prepared on time.
• Monitor order deadlines, collection times and dispatch requirements and highlight any potential delays at an early stage.
• Coordinate with production, packing and dispatch teams to help ensure completed orders leave the premises on time.
• Prioritise urgent, time-sensitive and bespoke customer orders where necessary.
• Keep customers informed where there are changes, delays or issues affecting their order.
• Take appropriate action to resolve order-related issues before they negatively affect the customer experience.
• Act as a key communication link between customers, the customer service team and the bakery production team.
• Review the progress of outstanding orders throughout the day and follow up with relevant departments where action is required.
• Ensure special instructions, personalisation requirements, collection details and delivery information are clearly communicated to production staff.
• Handle escalated customer enquiries, complaints, refunds and service-related issues.
• Investigate customer complaints and coordinate with bakery production, packing and delivery teams where necessary.
• Maintain accurate records of customer communications, complaints, resolutions and order-related issues.
• Monitor customer service standards and provide feedback and guidance to team members.
• Assist with the training and development of customer service staff.
• Ensure staff follow company customer service procedures and internal policies.
• Monitor customer satisfaction and identify recurring issues or areas for improvement.
• Support management in implementing improvements to customer service and order-fulfilment processes.
• Ensure customer records and order information are maintained accurately and confidentially.
• Support the correct recording and communication of customer dietary and allergen-related enquiries.
• Ensure customer requests concerning ingredients, allergens or product information are referred to the appropriate authorised member of staff where necessary.
• Monitor complaints relating to product quality, damaged products, incorrect orders, late orders or deliveries and ensure appropriate follow-up action is taken.
• Assist in maintaining records required for internal customer-service and quality reviews.
• Carry out periodic checks of customer-service and order records to identify missing information, recurring complaints or procedural issues.
• Prepare customer service and order-performance reports for management.
• Monitor customer feedback and reviews and identify trends that may require management attention.
• Support promotional periods, seasonal campaigns and high-volume periods such as Christmas, Eid, Valentine's Day and other major occasions.
• Coordinate customer service activities relating to bespoke cakes, celebration cakes and special orders.
• Help ensure customers receive accurate information regarding collections, deliveries and order timescales.
• Maintain professional communication with customers at all times.
• Work closely with management to continuously improve customer experience, order fulfilment and operational efficiency.

Candidate Requirements

The successful candidate should have:

• Previous experience in customer service, customer support, retail, hospitality or a similar customer-facing environment.
• Previous experience supervising or supporting a customer service team.
• Strong communication and interpersonal skills.
• Experience dealing with customer complaints and escalated cases.
• Strong organisational and administrative skills.
• Excellent attention to detail.
• Ability to manage multiple customer orders, deadlines and enquiries at the same time.
• Ability to coordinate effectively with production and operational teams.
• Good problem-solving and decision-making skills.
• Ability to identify potential delays or service issues and take appropriate action.
• Ability to supervise staff and monitor performance.
• Good record-keeping skills.
• Confidence using computer systems, email, spreadsheets and customer-management systems.
• Ability to work effectively with production, sales, packing and management teams.
• Ability to work under pressure during busy trading periods.

Desirable Experience

Experience in any of the following would be advantageous:

• Bakery, food production, hospitality or catering.
• Online food ordering or e-commerce.
• Customer complaint management.
• Managing bespoke or personalised customer orders.
• Coordinating orders with production teams.
• Monitoring order deadlines and dispatch schedules.
• Customer relationship management systems.
• Quality or compliance-related record keeping.
• Food allergen and product-information enquiries.
• Social media and online customer enquiries.
• Preparing customer-service performance reports.

About the Role

This position is an important supervisory role within MyBakery Ltd.

The Customer Service Supervisor will act as a key link between our customers, customer service staff, production team, packing team and management.

The successful candidate will be responsible for ensuring that customers receive a professional and efficient service from the initial enquiry or order through to production, collection, dispatch and after-sales support.

Throughout the working day, the Customer Service Supervisor will maintain visibility of outstanding customer orders, communicate with the production team regarding progress and help ensure that orders are completed within the agreed timescales.

Where there is a risk of delay or an issue affecting an order, the successful candidate will be expected to coordinate with the relevant team, identify an appropriate solution and keep the customer informed where required.

The role therefore combines customer-service supervision with practical order coordination, helping MyBakery Ltd maintain high standards of customer satisfaction, timely fulfilment and operational quality.

What We Offer

• £41,700 annual salary
• 37.5 hours per week
• Permanent full-time position
• Opportunity to join a growing bakery business
• Training and professional development
• Responsibility for customer-service operations and order coordination
• Opportunity to contribute to service-quality and operational improvements
• Opportunity for career progression as the business continues to grow

Applicants should submit an up-to-date CV outlining their relevant experience and suitability for the role.

MyBakery Ltd is committed to equal employment opportunities and assesses applicants based on their skills, experience and suitability for the position.

Pay: £37,500.00-£42,500.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay
• UK visa sponsorship

Work Location: In person