Customer Care Supervisor
Location: Oakhouse, Chippenham
Department: Customer Care
Reports to: Customer Care Manager
We are looking for a proactive and customer\-focused Customer Care Supervisor to support the day\-to\-day running of our Customer Care team at our Oakhouse Head\-Office in Chippenham. This is an integral role, ensuring the delivery of exceptional service across all customer touchpoints while supporting team performance, engagement, and operational excellence.
As part of the wider business, you’ll help deliver a consistent and high\-quality experience for our Direct\-to\-Consumer (DTC) customers, B2B clients, and franchise partners, reflecting the standards and values we’re proud of at Pilgrim’s Europe.
- Support the delivery of a seamless, high\-quality experience across all customer interactions
- Ensure all communication reflects a strong customer\-first approach and company values
- Identify trends, recurring issues, and opportunities for improvement
- Handle complex or escalated queries with professionalism, empathy, and sound judgement
- Support customer retention through effective and timely resolution of issues
- Act as a key contact for customer enquiries, orders, complaints, and general support
- Provide support across DTC, B2B, and franchise channels
- Manage escalations with a solutions\-focused mindset
- Build strong relationships through proactive communication
- Promote relevant products and initiatives aligned to customer needs
- Provide day\-to\-day supervision, guidance, and support to the team
- Act as a first point of contact for team queries and escalations
- Support onboarding, training, and ongoing development of team members
- Monitor performance and provide coaching and feedback
- Lead by example to foster a collaborative and customer\-focused environment
- Support the smooth running of daily workflows and service levels
- Ensure accurate record keeping and effective use of systems
- Assist with reporting and performance insights
- Work closely with internal teams and partners to support operations
- Contribute to continuous improvement initiatives
- Experience within a customer service or customer care environment
- Previous experience supporting or supervising a team
- Strong communication and interpersonal skills
- A proactive, solutions\-focused approach
- Ability to manage challenging situations with professionalism and empathy
- Knowledge of customer feedback measures such as NPS
- Experience using CRM systems
- Ownership – Taking responsibility and seeing things through
- Determination – Striving to deliver the best outcomes
- Simplicity – Keeping things clear and efficient
- Teamwork – Supporting colleagues and working collaboratively
- Be part of a supportive and collaborative team
- Play a key role in shaping the customer experience
- Develop your leadership skills in a growing business
- Contribute to a company committed to quality and continuous improvement
Pilgrim’s Europe produces some of the best\-known and most iconic brands in the UK and Ireland, including Fridge Raiders, Rollover, Denny, Richmond, Oakhouse and Moy Park, alongside a diverse range of industry leading own\-label products in categories including fresh pork, lamb and chicken, working with all the major retailers and food service outlets.
Our portfolio extends to authentic chilled and frozen ready meals, snacking ranges, added value and food service products.
Across Pilgrim’s Europe we combine 20,000 of the best people in the industry, united by a shared set of core values and a passion for producing the highest quality, most delicious and innovative food, which is enjoyed by millions of people in the UK, Ireland and Europe every day. Our Pilgrim’s Europe team are based in our Pilgrim’s UK, Moy Park, Pilgrim’s Food Masters and Pilgrim’s Shared Services businesses.
This listing is from indeed. View original listing ↗