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For Companies At a Glance
- Tasks: Lead and support a team to deliver top-notch customer service in a dynamic contact centre.
- Company: Join a major UK high street bank's customer service team in Newcastle.
- Benefits: Enjoy a competitive salary, flexible shifts, and opportunities for personal growth.
- Why this job: Make a real difference by coaching and developing your team while enhancing customer experiences.
- Qualifications: Experience in customer service and strong leadership skills are essential.
- Other info: Work in a vibrant environment with a focus on teamwork and career advancement.
The predicted salary is between 30000 - 42000 £ per year.
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
Customer Service Supervisor in Newcastle upon Tyne employer: CBSbutler Holdings
Contact Detail:
CBSbutler Holdings Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Supervisor in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Research their values and culture so you can show how you fit in. When you apply through our website, mention specific things about the bank that resonate with you.
✨Tip Number 2
Practice your communication skills! As a Customer Service Supervisor, you'll need to lead and motivate your team. Prepare examples of how you've successfully managed teams or handled difficult situations in the past.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral when you apply through our website.
✨Tip Number 4
Be ready for role-play scenarios in interviews! They might ask you to demonstrate how you'd handle a complex customer call. Practise these scenarios with friends or family to boost your confidence.
We think you need these skills to ace Customer Service Supervisor in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Supervisor role. Highlight your experience in managing teams and delivering excellent customer service, as this is what we’re looking for!
Showcase Your Leadership Skills: In your cover letter, don’t forget to showcase your leadership skills. We want to see how you’ve motivated and developed teams in the past, so share some examples that demonstrate your coaching abilities.
Be Clear and Concise: When filling out your application, keep it clear and concise. We appreciate straightforward communication, so make sure your points are easy to read and get straight to the heart of your experience.
Apply Through Our Website: Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at CBSbutler Holdings
✨Know the Role Inside Out
Make sure you understand the responsibilities of a Customer Service Team Supervisor. Familiarise yourself with the key tasks like coaching, managing performance, and handling escalated calls. This will help you demonstrate your knowledge and show that you're ready to lead a team.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or handled difficult situations. Highlight how you motivated your colleagues and improved their performance. This will give the interviewers confidence in your ability to manage a team effectively.
✨Understand the Company Culture
Research the company and its partnership with the UK high street bank. Knowing their values and customer service approach will allow you to align your answers with what they’re looking for. It shows that you’re genuinely interested in being part of their team.
✨Practice Handling Customer Scenarios
Be ready to discuss how you would handle complex customer enquiries. Think of specific scenarios and how you would coach your team through them. This will demonstrate your problem-solving skills and your ability to support your colleagues on the floor.
