At a Glance
- Tasks: Lead a team of customer service reps, ensuring top-notch support for loan enquiries.
- Company: Join a major UK high street bank with a focus on customer experience.
- Benefits: Competitive pay, potential for permanent role, and supportive work environment.
- Other info: Dynamic office environment with great transport links and career growth opportunities.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Experience in people management, ideally in a call centre setting.
The predicted salary is between 22 - 22 £ per hour.
Location: Newcastle (Cobalt Business Park)
Rate: £21 - £22 per hour (Inside IR35 via umbrella)
Contract Length: 36 months, with the opportunity to transition into a permanent role.
We are currently recruiting a Customer Service Supervisor to join a growing team supporting the personal lending division of a major UK high street bank. This is an excellent opportunity to join a well-established organisation where customer experience is at the heart of everything we do.
You will be 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 6 Customer Service representatives.
Working Hours
- Shifts between 8am and 10pm, Monday to Sunday
- Operates on a 68 week shift rotation, providing plenty of notice to help you plan
- Includes some evening and weekend shifts, fairly shared across the team
Responsibilities of the Customer Service Team Supervisor
- 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.
What We're Looking For
- 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, good knowledge of MS Office, including Excel and PowerPoint for reporting and presentations.
- 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.
Work Environment
This is an office-based role located at Cobalt Business Park, Newcastle, with excellent bus and train links for easy commuting.
If you have the skills and enthusiasm to succeed in this role, apply now to take the next step in your career.
Supervisor - Contact Centre - Customer Service Dept - Banking in Newcastle upon Tyne employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Supervisor - Contact Centre - Customer Service Dept - Banking in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Supervisor - Contact Centre - Customer Service Dept - Banking in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
