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
1. Manage and lead a team of 7–8 Contact Centre Advisors
2. Drive team performance to achieve individual and departmental targets
3. Monitor call quality through call listening and quality checks
4. Provide regular coaching, feedback, and training to improve performance and customer outcomes
5. Identify development needs and support ongoing training initiatives
6. Ensure all team members follow correct processes, procedures, and compliance requirements
7. Handle customer escalations and take ownership of difficult or complex calls when required
8. Support the team during periods of staff shortages or high call volumes
9. Ensure customer needs are met consistently and professionally
10. Address performance issues and conduct difficult conversations when necessary
11. Maintain a positive, motivated, and high-performing team environment
Skills and Experience Required
Essential
12. Previous experience as a Contact Centre Team Leader or Supervisor
13. Proven ability to lead, motivate, and manage a team
14. Strong communication skills, with confidence handling difficult conversations
15. Experience dealing with customer complaints and escalations
16. Ability to monitor performance and deliver constructive feedback
17. Strong organisational and time-management skills
Desirable
18. Contact centre enrolment experience
19. Experience delivering coaching and training within a contact centre environment
Personal Attributes
20. Confident leader with a supportive management style
21. Calm and professional under pressure
22. Customer-focused with a quality-driven mindset
23. 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.