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.

The Role

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.

Key Responsibilities

• 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 maintain service levels, including taking customer calls when required
• Manage attendance and schedule adherence
• Communicate clearly with your team through huddles, meetings, and updates
• Encourage feedback and continuous improvement

Experience Needed

• Contact centre experience (highly advantageous)
• People management and coaching experience (essential)
• Experience working in a fast-paced environment
• Experience in financial services or another regulated environment (desirable)
• Experience supporting vulnerable customers (desirable)