Parker Car Service, founded in 1989, is a trusted and award-winning name in private hire transport. With over 500 professional drivers and 60 dedicated staff, we serve more than a million customers across London and the surrounding areas.
As we continue to grow, we’re looking for strong leaders who can help us maintain our reputation for excellence while driving continuous improvement across our operations.
Role Overview:
We are looking for a proactive, energetic, hands on Contact Centre Supervisor to lead our busy bookings and customer service team within our private hire, chauffeur, coach and courier operation.
We want someone who is actively involved, supports the team in real time, sets high standards through their own work and creates an environment where people feel valued, supported and motivated.
You will play a key part in ensuring the team delivers exceptional service, accurate bookings and confident customer interactions. You’ll also contribute ideas, improve processes and help us grow the business, department and the quality of service we deliver.
If you’re a natural leader who inspires confidence, encourages teamwork and drives performance, we’d love to hear from you.
Key Responsibilities:
Lead, motivate and support the team
* Provide daily leadership, coaching and development
* Work hands on alongside the team showing best practice
* Hold 1:1s, training sessions and performance discussions
* Give praise and recognition where due
* Handle difficult or sensitive conversations professionally
* Deliver high quality onboarding, training and ongoing development for new and existing team members.
* Manage discipline and performance in line with HR procedures
* Ensure compliance with company, regulatory, GDPR and financial compliance
Ensure quality bookings & premium service
* Oversee call handling, booking accuracy and service standards
* Ensure high standards across all channels: phone, email, chat, online booking platforms.
* Support team members in handling difficult conversations or service issues, handling escalations and issues.
* Encourage staff to upsell, inform clients of options and deliver a premium experience.
* Drive a culture of accuracy, empathy and great communication
* Support staff in handling complaints, delays, booking errors or challenging calls.
Manage staffing & workflow
* Ensure the Contact Centre is staffed for demand
* Support rota planning, absences and holiday management
* React quickly to operational surges or challenges
* Keep accurate records of training and performance
* Work closely with all departments and ensure clear handovers and accurate information flow
* Maintain impeccable written and verbal communication standards.
Drive improvement & excellent performance
* Monitor KPIs (quality, accuracy, service, call handling, conversion etc.)
* Identify training needs and support development plans
* Suggest and implement new ideas and process improvements
* Promote a positive culture with teamwork, confidence and accountability
What We’re Looking For
Experience
* Supervisory/team leader experience in a contact centre with majority inbound calls
* Background in bookings, customer service or transport/hospitality/logistics
* Strong understanding of call handling and customer service workflows
Key Skills
* Clear, professional, confident communication
* Leadership, coaching and team development
* High accuracy and attention to detail
* Excellent customer service, conflict management and problem solving skills
* Strong organisational and time management capability.
* Ability to guide staff positively through complex or high pressure situations.
* A proactive, problem solving approach.
Personal Qualities
* Motivational and supportive
* Fair, consistent and disciplined when needed
* Positive attitude and team focused
* Professional and customer centred
Why Join Parker Car Service?
* Join an award-winning, fast-growing company with a proud history of excellence.
* Lead a talented team and play a key role in shaping our operations.
* Competitive salary and benefits package.
* Discounts on personal cab and courier bookings.
* Regular social events and team activities to celebrate success.
* Supportive management that values your input and encourages growth.
* Continuous professional development opportunities to enhance your career.
Working Pattern: Rotational shift pattern based on operational needs, averaging 42 hours per week and including every other weekend. Shifts will cover a mix of daytime and night time hours to ensure full support for the team and operation.
Pay: Up to £42,000 per year