At a Glance
- Tasks: Lead and motivate a dynamic customer service team in a fast-paced contact centre.
- Company: Join Parker Car Service, an award-winning leader in private hire transport.
- Benefits: Enjoy a competitive salary, discounts on services, and regular team events.
- Other info: Opportunities for continuous professional development and career growth.
- Why this job: Shape operations while developing your leadership skills in a supportive environment.
- Qualifications: Experience in a supervisory role within a contact centre is essential.
The predicted salary is between 33600 - 48000 £ per year.
Parker Car Service, founded in 1989, is a trusted and award-winning name in private hire transport. With over 500 professional drivers and 60 dedicated staff, we serve more than a million customers across London and the surrounding areas. As we continue to grow, we’re looking for strong leaders who can help us maintain our reputation for excellence while driving continuous improvement across our operations.
We are looking for a proactive, energetic, hands-on Contact Centre Supervisor to lead our busy bookings and customer service team within our private hire, chauffeur, coach and courier operation. We want someone who is actively involved, supports the team in real time, sets high standards through their own work and creates an environment where people feel valued, supported and motivated. You will play a key part in ensuring the team delivers exceptional service, accurate bookings and confident customer interactions. You’ll also contribute ideas, improve processes and help us grow the business, department and the quality of service we deliver.
If you’re a natural leader who inspires confidence, encourages teamwork and drives performance, we’d love to hear from you.
Key Responsibilities:- Lead, motivate and support the team
- Provide daily leadership, coaching and development
- Work hands-on alongside the team showing best practice
- Hold 1:1s, training sessions and performance discussions
- Give praise and recognition where due
- Handle difficult or sensitive conversations professionally
- Deliver high quality onboarding, training and ongoing development for new and existing team members
- Manage discipline and performance in line with HR procedures
- Ensure compliance with company, regulatory, GDPR and financial compliance
- Ensure quality bookings & premium service
- Oversee call handling, booking accuracy and service standards
- Ensure high standards across all channels: phone, email, chat, online booking platforms
- Support team members in handling difficult conversations or service issues, handling escalations and issues
- Encourage staff to upsell, inform clients of options and deliver a premium experience
- Drive a culture of accuracy, empathy and great communication
- Support staff in handling complaints, delays, booking errors or challenging calls
- Manage staffing & workflow
- Ensure the Contact Centre is staffed for demand
- Support rota planning, absences and holiday management
- React quickly to operational surges or challenges
- Keep accurate records of training and performance
- Work closely with all departments and ensure clear handovers and accurate information flow
- Maintain impeccable written and verbal communication standards
- Drive improvement & excellent performance
- Monitor KPIs (quality, accuracy, service, call handling, conversion etc.)
- Identify training needs and support development plans
- Suggest and implement new ideas and process improvements
- Promote a positive culture with teamwork, confidence and accountability
- Supervisory/team leader experience in a contact centre with majority inbound calls
- Background in bookings, customer service or transport/hospitality/logistics
- Strong understanding of call handling and customer service workflows
- Clear, professional, confident communication
- Leadership, coaching and team development
- High accuracy and attention to detail
- Excellent customer service, conflict management and problem solving skills
- Strong organisational and time management capability
- Ability to guide staff positively through complex or high pressure situations
- A proactive, problem solving approach
- Motivational and supportive
- Fair, consistent and disciplined when needed
- Positive attitude and team focused
- Professional and customer centred
Why Join Parker Car Service?
- Join an award-winning, fast-growing company with a proud history of excellence
- Lead a talented team and play a key role in shaping our operations
- Competitive salary and benefits package
- Discounts on personal cab and courier bookings
- Regular social events and team activities to celebrate success
- Supportive management that values your input and encourages growth
- Continuous professional development opportunities to enhance your career
Working Pattern: Rotational shift pattern based on operational needs, averaging 42 hours per week and including every other weekend. Shifts will cover a mix of daytime and night time hours to ensure full support for the team and operation.
Pay: Up to £42,000 per year
Contact Centre Supervisor in Feltham employer: Parker Car Service
Parker Car Service is an award-winning employer that prides itself on fostering a supportive and dynamic work environment. As a Contact Centre Supervisor, you will lead a dedicated team in delivering exceptional customer service while enjoying competitive salaries, professional development opportunities, and a culture that celebrates teamwork and success. With regular social events and a commitment to employee growth, Parker Car Service offers a rewarding career path in the heart of London’s vibrant transport sector.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Supervisor in Feltham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Parker Car Service. 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 Parker Car Service 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 Contact Centre Supervisor in Feltham
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 Parker Car Service:Your cover letter is your chance to shine! Tell us why you want to work at Parker Car Service 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 Parker Car Service!
How to prepare for a job interview at Parker Car Service
✨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.
