Customer Service Supervisor

Act as the first point of contact for Customer Service Assistants, providing guidance on customer queries, operational procedures and day-to-day decision making. Lead daily team briefings, communicating company updates, performance information and priorities.
Monitor team performance, identify training needs and support coaching and development, while promoting a positive, collaborative and high-performing team culture. Support recruitment, induction and training where required.
Oversee the day-to-day organisation and prioritisation of the Customer Service inbox, supporting workload allocation to maximise efficiency, staff wellbeing and customer satisfaction. Assist the team during busy periods and ensure enquiries are handled efficiently, sensitively and in line with priority levels.
Handle complex customer queries and complaints, authorising refunds, exchanges and other resolutions in accordance with company policy. Ensure accessibility-related enquiries are managed appropriately, including reviewing seating plans and supporting reconfiguration where possible.
Maintain compliance with PCI DSS, Data Protection and Information Security requirements, ensuring customer interactions are tailored to individual needs.
Create, update and audit internal show documentation, maintain accurate records and monitor customer feedback to identify trends and recommend service improvements. Support the testing and implementation of new ticketing procedures and system developments, and coordinate departmental projects as required.
Work collaboratively with Ticketing, Venue Management, Front of House and wider KX Tickets teams to ensure effective communication and operational consistency.
Contribute to a positive Health & Safety culture, following all relevant policies and reporting concerns appropriately. Undertake other reasonable duties as required.