{"id":2920419,"url":"https://alion.io/job/blackstone-products-customer-service-supervisor","title":"Customer Service Supervisor","company":{"id":2432465,"name":"Blackstone Products","domain":"blackstoneproducts.com","url":"https://alion.io/company/blackstoneproducts-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Reading, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":61000,"period":"year","method":"role_country_seniority_unknown","sample_n":1370},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T11:49:09Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-29T20:33:47Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"At Weber Blackstone, we believe the best moments happen outdoors while enjoying delicious food with your favorite people. We lead the industry in innovation, design, and consumer delight, and we’re fueled by people who are curious, bold, and collaborative. Whether you’re a seasoned pro or exploring a new craft, we want Weber Blackstone to be the spark that ignites your next career move. Join us on our journey to create world class products that redefine and reimagine outdoor cooking and deliver exceptional experiences for generations to come. Come be part of our BBQ!\nRole Overview\nDescription\nThe Customer Service Supervisor is responsible for leading the UK & Ireland, France and BENELUX regional customer support operation, overseeing both internal and external teams to ensure the consistent delivery of a premium consumer experience. The role focuses on operational excellence, team performance, and driving value through efficient service and consumer-focused sales. It is a hands-on leadership position with accountability for people management, process optimisation, system usage, and continuous improvement across all customer service touchpoints.\nResponsibilities:\nEnsure full team coverage across UK & Ireland, France, Belgium, and the Netherlands, aligned to demand forecasting\nLead seasonal recruitment, onboarding, offboarding, and resource planning (internal/agency)\nManage team development through coaching, shadowing, and formal training\nSet individual and team KPIs, monitor performance, and manage underperformance\nFoster team collaboration and clear communication aligned with brand and strategy\nOversee all inbound consumer contacts (voice, web, email, chat, social) via our selected platforms\nEnsure efficient ticket distribution and response time to meet SLAs and KPIs\nManage escalations, quality cases, and coordinate with internal departments for resolution\nAnalyse trends in contact types and volumes to support forecasting and service improvement\nOwn product return, replacement, and refund processes\nPromote a value-add mindset by embedding upselling and conversion techniques across the team\nIdentify revenue opportunities through service channels (grills, accessories, spare parts)\nSupport outbound sales initiatives and leverage team capacity during low volume periods\nCollaborate with Marketing/Communications to enhance the consumer journey\nMonitor key KPIs (response/resolution time, call metrics, CSAT) using platform analytics\nDeliver actionable performance insights and escalate recurring issues\nShare regional learnings and trends with wider EMEA Customer Service leadership\nLead or support implementation of service tools (OMS, IVR, spare parts sales, etc.)\nParticipate in global/EMEA-led projects focused on automation, service efficiency, or innovation\nChampion new processes, policies, and technologies that enhance team performance and consumer experience\nExperience:\nExperience in a supervisory customer service role within a premium consumer brand\nProven ability to lead multilingual teams and manage seasonal workforce scaling\nFamiliarity with CRM systems (SalesForce Service Cloud), ERP tools (SAP/Navision), and payment platforms\nDirect or indirect sales/customer conversion experience a strong advantage\nFluent in English, French (written & verbal), and Dutch language skills would be a strong advantage\nStrong planning, multitasking, and communication skills\nAnalytical mindset with the ability to interpret service data and act on insights\nUnderstanding of e-commerce, D2C order flow, and customer journey touchpoints\nComfort navigating both technical issues and customer sentiment management\nBenefits:\nHealth & Wellbeing\nBupa Private Medical Insurance - Comprehensive health coverage for you, with optional upgrades for family members.\nCash Plan included - covering everyday health expenses like opticians and physiotherapy.\nFinancial Security\nPension Scheme - An 8% ER contribution with voluntary EE contribution\nLife Assurance - Peace of mind for your loved ones with our life assurance cover.\nPlus!\nCompany Car & Fuel Card - Provided for eligible Sales Team members to support their business travel needs only.\nRemote Weeks - Work remotely for 2 weeks of the year (Subject to management approval)\nGrill Academy Access - Learn from the best and become a BBQ expert with exclusive Grill Academy training.\nWelcome BBQ Gift - All new joiners receive a complimentary Weber BBQ as part of their welcome voucher.\nWeber Staff Discount - Enjoy generous employee discounts on our full range of grills, accessories, and fuel - perfect for upgrading your outdoor cooking game.\nFriends and Family Discounts - Allow your nearest and dearest excellent discounts on our products\nDevelop your language skills - Access to a wide range of language courses with Lingoda\nEmployee Assistance Program - Free, confidential 24/7 support for personal, family, or work-related support.\nRegular Social Events - We hold regular social events allowing our teams to come together on a more personal level and celebrate our success","description_format":"text","description_chars":5060,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Dutch","level":"All levels","optional":true},{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-20T11:49:09Z"}],"visa":[],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.676,"p_room":0.578,"age_days":8,"expected_fill_days":6,"reasons":["conf:8","win:tail"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/blackstone-products-customer-service-supervisor","json_url":"https://alion.io/job/blackstone-products-customer-service-supervisor.json","meta":{"generated_at":"2026-10-30T00:38:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":782,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2432465},"rest":"https://alion.io/mcp/rest/get_company?id=2432465"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackstone-products-customer-service-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackstone-products-customer-service-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackstone-products-customer-service-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackstone-products-customer-service-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackstone-products-customer-service-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2920419}},{"tool":"search_jobs","arguments":{"company":"blackstoneproducts.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2920419},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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