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 Position Job 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 skills
Desirable
* 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.