Customer Service Supervisor

Toyworldmag; Uxbridge; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading toy company in Uxbridge seeks a proactive Customer Service Supervisor to assist the Operations Manager. The role involves supervising a small team, managing key customer accounts, and ensuring excellent service delivery. Candidates must have strong communication skills, a background in customer service, and some experience in the Toy sector or FMCG. This position offers the chance to improve operational processes and build solid relationships with customers and internal stakeholders.

Qualifications

• Demonstrable experience in Customer Services.
• Proven ability to meet deadlines and manage priorities.
• Experience working in the Toy sector or other FMCG.

Responsibilities

• Assist Operations Manager in day-to-day Customer Services activities.
• Supervise three Customer Service Advisors.
• Analyze internal and external feedback for service enhancements.

Skills

Customer Service experience

Strong communication skills

Problem-solving skills

Organizational skills

Team player

Tools

Excel

Sage or ERP systems

Job description

Our Customer Service and Operations team work together to support both Business to Business and Direct to Consumer channels. The successful role holder will be required to assist and support the Operations Manager in all aspects of day-to-day Customer Services activity and managing a small team, whilst ensuring the overall smooth running of the CS department and extending support in the areas of Operations and Logistics as directed.

• Account Management of a portfolio of key customer accounts.
• Day to day supervision of three Customer Service Advisors.
• Ensuring excellent service delivery and fostering solid and positive working relationships with other support functions (e.g. Sales, Finance and Marketing and 3PL Partners).
• Develop the ‘Customer First’ approach by analysing and regularly reviewing internal Customer Service and Operational processes in terms of quality, productivity, and cost effectiveness, to ensure needs of both internal and external clients are continually met.
• Develop relationships and clear channels of communications with key customers and sales members
• Review, manage and improve quality of commercial reporting documents.
• Ensure the timely, accurate and effective processing of sales orders from receipt through to delivery.
• Ensure all POs are processed accurately and adhere to company processes and procedures.
• Oversee and manage regular Customer Service tasks, including daily operations.
• Develop, implement and share best practices, to improve customer satisfaction and service quality.
• Process and manage credit / pricing issues, including issuing credit notes and dealing with any escalated customer issues to ensure effective resolution.
• Identify opportunities for operational improvements and implement solutions to enhance efficiency.
• Analyze internal and external feedback and trends to drive service enhancements.
• Support automation initiatives within the customer service function.
• Ad-hoc supply chain project assignments.

Person Specification

• Demonstrable experience in Customer Services.
• Experience of delivery to customers, understanding a seasonal business model.
• Proven ability to meet deadlines and manage competing priorities effectively.
• Strong communication skills, both written and verbal.
• Ability to work collaboratively as part of a team and independently when required.
• Sound problem‑solving skills with attention to detail.
• Competent IT skills, including a solid working knowledge of Excel, and knowledge of Sage or other ERP systems.
• Experience, knowledge and / or an understanding of Supply Chain.
• Experience working in the Toy sector or other FMCG.
• Experience of contributing to process improvement or service enhancement.

Knowledge and Skills

• Ability to analyse information and make reasoned decisions.
• Good organisational and time‑management skills.

Personal Attributes

• Professional, reliable, and proactive approach to work.
• Team player, values building collaborative relationships across all departments.
• Flexible and adaptable to change.
• High level of integrity and confidentiality.
• Willingness to learn and develop within the role.

Additional Requirements

• Ability to work in accordance with organisational policies and procedures.
• Willingness to undertake training as required.
• Commitment to equality, diversity, and inclusion, and adherence to organisational values and policies.

This job description is not intended to be an exhaustive list but to indicate the main responsibilities of the post.

As part of the global Epoch Group, our UK office plays an important role in bringing Epoch’s much‑loved brands of Sylvanian Families, Aquabeads and Epoch Games to families and children across the country.

Our Customer Service and Operations team work closely together to support both Business to Business and Direct-to-Consumer customers. We are seeking a proactive and customer‑focused individual to join the team in a key supervisory role.

This role is ideal for someone who enjoys combining hands‑on customer service, team leadership, and operational involvement, and who is passionate about delivering excellent service, improving processes, and building strong relationships with both customers and internal stakeholders.

To apply, please send an updated CV and covering email to our HR team: [emailprotected] for consideration. Should your experience and skill base be of interest we will aim to respond to you within five working days of your application being received.