Customer Service Supervisor

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.

This 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.

As 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.

You will also handle complex or escalated customer enquiries when needed and support service levels by taking customer calls yourself, leading by example.

• Manage and support a team of approximately 10 colleagues
• Coach, motivate, and develop team members to meet performance targets
• Monitor individual and team performance and address any issues proactively
• Provide floor support and guidance to colleagues handling customer enquiries
• Handle complex or escalated customer calls and provide follow-up coaching
• Help maint...