Customer Service Team Supervisor

• Manage the day-to-day performance and development of a team of approximately ten colleagues, providing clear direction, support, and leadership
• Lead, motivate, and encourage colleagues through open and honest communication, creating a positive and engaged team environment
• Monitor and review individual and team performance against business objectives, identifying trends and areas for improvement
• Coach and develop colleagues through regular feedback and performance conversations, proactively addressing performance or conduct issues in line with training, competency, and performance frameworks
• Maintain a visible presence on the operational floor, providing timely and accessible support to colleagues handling customer enquiries
• Take ownership of complex or escalated customer interactions requiring senior involvement, ensuring effective resolution and positive customer outcomes
• Provide constructive feedback and coaching following complex or escalated calls to support colleague learning and capability development
• Support service delivery by handling customer calls where required, leading by example and consistently demonstrating high standards of customer service
• Monitor and manage adherence to schedules and shift patterns to ensure operational efficiency and achievement of service level targets
• Manage attendance in line with absence management policies to minimise operational disruption
• Build and maintain strong working relationships across teams and departments to support collaboration and shared objectives
• Communicate business expectations, updates, and change effectively using a range of communication channels, including team huddles, stand-ups, buzz sessions, and team meetings
• Encourage an open feedback culture where colleague input is actively sought, listened to, and acted upon to drive continuous improvement

• Experience in a people management role
• Ideally in a call centre environment
• A friendly, approachable, and customer-focused attitude
• Ability to work in a fast-paced, process-driven environment
• Strong attention to detail and confidence using computer systems
• A team player who enjoys working collaboratively and contributing ideas for continuous improvement
• A strong sense of responsibility when handling sensitive customer information
• The ability to undergo financial and criminal background checks

Opportunity to transition into a permanent role