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Job Description

We work in partnership with a major UK high street bank, managing their personal lending services. We are looking for a Customer Service Team Supervisor to join our Contact Centre team in Newcastle.\n\nThis is a 37.5-hour per week role, based on site at the Newcastle Contact Centre. Shifts run between 8am-8pm Monday to Friday and 9am-6pm at weekends, on a 6-week rota.

The centre is closed on Bank Holidays.\n\nThe Role\n\nAs a Team Supervisor, you will lead a team of around 10 customer service colleagues, supporting them to deliver excellent service to customers calling about their loan accounts. You will coach and develop your team, manage performance, and support the day-to-day running of the Contact Centre.\n\nYou will also handle complex or escalated customer enquiries when needed and support service levels by taking customer calls yourself, leading by example.\n\nKey Responsibilities\n\nManage and support a team of approximately 10 colleagues\nCoach, motivate, and develop team members to meet performance targets\nMonitor individual and team performance and address any issues proactively\nProvide floor support and guidance to colleagues handling customer enquiries\nHandle complex or escalated customer calls and provide follow-up coaching\nHelp maintain service levels, including taking customer calls when required\nManage attendance and schedule adherence\nCommunicate clearly with your team through huddles, meetings, and updates\nEncourage feedback and continuous improvementExperience Needed\n\nContact centre experience (highly advantageous)\nPeople management and coaching experience (essential)\nExperience working in a fast-paced environment\nExperience in financial services or another regulated environment (desirable)\nExperience supporting vulnerable customers (desirable)

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