Contact Centre Supervisor

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 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.