Call Centre Customer Service Team Supervisor

Overview

Call Centre Customer Service Team Supervisor – Global Technology Solutions Ltd.

Location:

Newcastle (Cobalt Business Park). Contract Length: 3–6 months, with the opportunity to transition into a permanent role. This is an office-based role.

This role involves supporting customers who contact us with enquiries and requests relating to their loan accounts, ensuring every interaction is handled professionally, accurately, and with care. Supervising a team of approximately ten Customer Service representatives.

• Experience in a people management role. Ideally in a call centre environment.
• A friendly, approachable, and customer-focused attitude
• Ability to work in a fast-paced, process-driven environment
• Strong attention to detail and confidence using computer systems
• A team player who enjoys working collaboratively and contributing ideas for continuous improvement
• A strong sense of responsibility when handling sensitive customer information
• The ability to undergo financial and criminal background checks

• Manage the day-to-day performance and development of a team of approximately ten colleagues, providing clear direction, support, and leadership.
• Lead, motivate, and encourage colleagues through open and honest communication, creating a positive and engaged team environment.
• Monitor and review individual and team performance against business objectives, identifying trends and areas for improvement.
• Coach and develop colleagues through regular feedback and performance conversations, proactively addressing performance or conduct issues in line with training, competency, and performance frameworks.
• Maintain a visible presence on the operational floor, providing timely and accessible support to colleagues handling customer enquiries.
• Take ownership of complex or escalated customer interactions requiring senior involvement, ensuring effective resolution and positive customer outcomes.
• Provide constructive feedback and coaching following complex or escalated calls to support colleague learning and capability development.
• Support service delivery by handling customer calls where required, leading by example and consistently demonstrating high standards of customer service.
• Monitor and manage adherence to schedules and shift patterns to ensure operational efficiency and achievement of service level targets.
• Manage attendance in line with absence management policies to minimise operational disruption.
• Build and maintain strong working relationships across teams and departments to support collaboration and shared objectives.
• Communicate business expectations, updates, and change effectively using a range of communication channels, including team huddles, stand-ups, buzz sessions, and team meetings.
• Encourage an open feedback culture where colleague input is actively sought, listened to, and acted upon to drive continuous improvement.

• Shifts between 8am and 10pm
  , Monday to Sunday
• Operates on a 6–8 week shift rotation
  , providing plenty of notice to help you plan
• Includes some evening and weekend shifts, fairly shared across the team

Base pay range — This range is provided by Global Technology Solutions Ltd.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

This is an office-based role located at Cobalt Business Park, Newcastle
, with excellent bus and train links for easy commuting.

• This role is suitable for applicants who are willing to undergo financial and criminal background checks
• Referrals increase your chances of interviewing at Global Technology Solutions Ltd. by 2x