Senior Service Supervisor

• Senior_Service_Supervisor_JD_Sept25
• Senior_Service_Supervisor_PS_Sept25

Please apply online. If this is not possible, please contact a member of the HR team by emailing personnel.services@tmbc.gov.uk

Are you passionate about delivering outstanding customer service and leading teams to success?

Tonbridge & Malling Borough Council is seeking a dynamic and motivated Senior Service Supervisor to join our Central Services team based at Kings Hill and Tonbridge Castle. This is a fantastic opportunity for an experienced supervisor or manager to make a real impact in a high-profile, customer-facing environment.

About the Role

As Senior Service Supervisor, you will provide effective leadership to our Customer Services team, ensuring every customer receives an excellent experience, whether online, via web chat, social media, phone, email, face-to-face, or written correspondence. You’ll work closely with the the Tonbridge Castle, Events & Customer Services Manager to drive digital transformation, embed service improvements, and support commercial activities at the Castle. It will be important for you to be able to work at both our sites in Kings Hill and Tonbridge, travel between sites on some days may be required.

Key Responsibilities:

• Lead, manage, and develop a team of Customer Service Advisors, ensuring high performance, discipline, and welfare.
• Oversee staff deployment, rotas, and performance appraisals.
• Monitor and report on service statistics, KPIs, and financial takings.
• Champion digital service delivery and transformation initiatives.
• Work with our Communications team to ensure a social media presence along with website improvements for the Castle and Customer Services.
• Ensure all enquiries are responded to promptly and to the highest standard.
• Handle cash management, contracts, and service level agreements.
• Maintain health & safety standards, conduct risk assessments, and support emergency planning.
• Foster a culture of continuous improvement and personal development.

About You

We’re looking for someone with:

• Experience managing a high-quality customer-focused service.
• Proven ability to lead teams, allocate work, and handle challenging customer situations.
• Excellent organisational, communication, and IT skills (MS Word, Excel, Teams, SharePoint).
• A professional, empathetic approach and the confidence to take the lead in complex situations.
• Strong social media and website skills.
• Willingness to work weekends and occasional bank holidays on a rotational basis.

Why Join Us?

• Be part of a forward-thinking team committed to service excellence and innovation.
• Play a key role in shaping the future of customer services and commercial operations at Tonbridge Castle.
• Enjoy opportunities for personal development and training.
• Work in a supportive environment where your ideas and initiative are valued.

Discover what it’s like to work at Tonbridge and Malling Borough Council and explore the benefits we offer by clicking here: Working for us – Tonbridge and Malling Borough Council

For an informal discussion about this role please contact Laura French, Tonbridge Castle, Events and Customer Services Manager by emailing laura.french@tmbc.gov.uk (direct candidates only, strictly no agencies).