Contact Centre Supervisor
Location
Hedge End
Working Hours
Monday to Friday, 08:00–17:00
40 hours per week
Salary
£32,000–£34,000 per year (with potential to earn more through On-Target Earnings)
Holiday Entitlement
24 days annual leave
Contract Type
Permanent PositionJob Purpose
The Contact Centre Supervisor is responsible for leading, supporting, and developing a team of Contact Centre Advisors to ensure excellent customer service, strong performance, and full compliance with company processes and quality standards.
Key Responsibilities
Manage and lead a team of 7–8 Contact Centre Advisors
Drive team performance to achieve individual and departmental targets
Monitor call quality through call listening and quality checks
Provide regular coaching, feedback, and training to improve performance and customer outcomes
Identify development needs and support ongoing training initiatives
Ensure all team members follow correct processes, procedures, and compliance requirements
Handle customer escalations and take ownership of difficult or complex calls when required
Support the team during periods of staff shortages or high call volumes
Ensure customer needs are met consistently and professionally
Address performance issues and conduct difficult conversations when necessary
Maintain a positive, motivated, and high-performing team environment
Skills and Experience Required
Essential
Previous experience as a Contact Centre Team Leader or Supervisor
Proven ability to lead, motivate, and manage a team
Strong communication skills, with confidence handling difficult conversations
Experience dealing with customer complaints and escalations
Ability to monitor performance and deliver constructive feedback
Strong organisational and time-management skillsDesirable
Contact centre enrolment experience
Experience delivering coaching and training within a contact centre environment
Personal Attributes
Confident leader with a supportive management style
Calm and professional under pressure
Customer-focused with a quality-driven mindset
Proactive and solution-oriented
How to Apply
To apply for this role, please apply now or contact Amy in our Southampton office for more information