Customer Service Supervisor in Reading

Job description

Customer Service Supervisor – FraBeNeLux

In 1952, George Stephen Sr. Changed the world of grilling forever when he cut a metal buoy in half, added a cooking grate and three legs – and the legendary Weber kettle was born. Since then, we've been inspiring grill enthusiasts around the world. But we don’t rest on our history – we keep moving forward, constantly innovating and tirelessly shaping the grilling experience of tomorrow.

We’re now looking for a proactive and commercially minded Customer Service Supervisor to lead the FraBeNeLux customer support operation.

This is a hands-on leadership role focused on delivering a premium consumer experience through effective team management, operational performance, and service-driven sales.

What you’ll do

• Take ownership of the France, Belgium, and Netherlands customer support operation
• Lead seasonal recruitment, onboarding, and resource planning across internal and agency teams
• Manage day-to-day team performance with coaching, KPIs, and structured development
• Ensure efficient handling of all inbound consumer contacts via Zendesk and other platforms
• Oversee ticket flow, escalation handling, and quality control
• Optimise returns, replacements, and refund processes to maintain satisfaction
• Embed upselling and conversion techniques across all support channels
• Collaborate with Marketing and Sales to improve the overall customer journey
• Leverage Zendesk analytics to monitor KPIs, resolve issues, and drive improvements
• Contribute to broader service innovation projects across EMEA

What you bring

• Proven experience in a supervisory customer service role within a premium consumer brand
• Strong track record managing multi-country, multilingual customer service teams
• Familiarity with CRM systems (Zendesk), ERP tools (SAP/Navision), and payment platforms
• Commercial mindset with experience supporting or leading customer conversions
• Fluent in English, French, and Dutch (spoken and written)
• Excellent communication, planning, and multitasking skills
• Analytical approach with confidence using service data to inform decisions
• Understanding of e-commerce and the D2C customer journey

Why join Weber?

You’ll join a passionate, collaborative team in a role that directly impacts customer experience and brand loyalty. You’ll have the freedom to improve processes, influence performance, and drive innovation – all while helping consumers enjoy life’s best moments around the grill.

Location: UK (Reading)

Equipment provided: Laptop, monitor, headset, full onboarding

Ready to lead with purpose? Apply now and bring your passion to Weber.

Extra information

Status

Open

Education Level

Secondary School

Location

Reading

Type of Contract

Part-time jobs

Published at

24-08-2025

Profession type

Retail

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English