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- Tasks: Lead and support a team to deliver top-notch customer service in a fast-paced environment.
- Company: Join a major UK high street bank's dynamic Contact Centre team.
- Benefits: Competitive salary, career development, and a supportive work culture.
- Why this job: Make a real impact by coaching and developing your team while handling customer enquiries.
- Qualifications: Experience in contact centres and people management is essential.
- Other info: Enjoy a flexible 37.5-hour work week with varied shifts.
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
- 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)
Seniority level: Mid‐Senior level
Employment type: Contract
Job function: Customer Service, Quality Assurance, and Management
Financial Services, Banking, and Professional Services
Customer Service Supervisor in Newcastle upon Tyne employer: CBSbutler
Contact Detail:
CBSbutler 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 culture! Before your interview, do a bit of research on CBSbutler and their values. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Customer Service Supervisor, especially your coaching and people management skills.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've successfully led a team or handled complex customer issues. This will demonstrate your capability and give the interviewers a clear picture of what you can bring to the table.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
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 reflects the skills and experience mentioned in the job description. Highlight your contact centre experience and any people management roles you've had. We want to see how you can lead a team and deliver excellent service!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Customer Service Supervisor role. Share specific examples of how you've coached teams or handled complex customer enquiries in the past.
Showcase Your Leadership Skills: In your application, emphasise your leadership style and how you motivate and develop your team. We’re looking for someone who can inspire others, so don’t hold back on sharing your successes in managing performance and driving results.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at CBSbutler
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Supervisor role. Familiarise yourself with the responsibilities, especially around coaching and managing a team. This will help you demonstrate how your experience aligns with what they’re looking for.
✨Showcase Your Leadership Skills
Be ready to discuss specific examples of how you've successfully led a team in the past. Highlight your coaching techniques and how you've motivated colleagues to meet performance targets. This is crucial for a supervisory position!
✨Prepare for Scenario Questions
Expect questions that ask how you would handle complex customer enquiries or manage team performance issues. Think of real-life scenarios where you’ve had to step in and resolve a problem, and be prepared to explain your thought process.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the training process for new supervisors, or how success is measured in the role. This shows your genuine interest and helps you assess if it’s the right fit for you.
