Date Posted:
2026-04-14
Country:
United Kingdom
Location:
Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom
The Supervisor plays a pivotal role in delivering an exceptional customer experience and ensuring the efficient daily operation of the Customer Care Centre. They provide frontline leadership, coaching, performance development, and real-time operational support to Customer Care Champions.
Key responsibilities:
Customer Experience & Service Delivery
* Ensure customer enquiries are handled efficiently, professionally, and in line with company standards and service-level commitments.
* Act as an escalation point for complex customer or engineer queries and ensure swift resolutions.
* Drive first-contact resolution and customer satisfaction metrics.
Operational Leadership
* Oversee day-to-day telephony, digital channels, and administration workflows. •
* Make real-time decisions on workload allocation, shift planning, and resource availability.
* Monitor KPI dashboards and take timely action on service risks (backlogs, call queues, SLA breaches).
* Prepare for and support internal and external audits.
People Leadership & Coaching
1. Lead, motivate, and develop Customer Care Champions through regular coaching, 1:1s, feedback loops, and perf...