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- 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.
- 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.
- Other info: Opportunities for continuous professional development and career growth.
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
Contact Detail:
Parker Car Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Supervisor in Feltham
✨Tip Number 1
Get to know the company inside out! Research Parker Car Service, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for the role.
✨Tip Number 2
Practice your leadership skills! Think of examples from your past where you've motivated a team or handled tough situations. Be ready to share these stories during your interview to demonstrate your hands-on approach.
✨Tip Number 3
Don’t just sit back and wait for the call! Follow up after your application through our website. A quick message showing your enthusiasm can really make you stand out from the crowd.
✨Tip Number 4
Be prepared to discuss how you’d improve processes in the contact centre. Bring some fresh ideas to the table that align with their goals of delivering exceptional service and driving continuous improvement.
We think you need these skills to ace Contact Centre Supervisor in Feltham
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your leadership experience. We want to see how you've motivated and supported teams in the past, so share specific examples that showcase your ability to inspire confidence and drive performance.
Be Clear and Professional: Since communication is key in this role, ensure your application is clear and professional. Use proper grammar and structure your thoughts logically. This will not only reflect your communication skills but also show us that you pay attention to detail.
Tailor Your Application: Take the time to tailor your application to our job description. Mention relevant experiences in customer service or contact centre environments, and explain how they relate to the responsibilities of a Contact Centre Supervisor. We love seeing candidates who understand our needs!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly. Plus, it shows us you're keen on joining our team at Parker Car Service!
How to prepare for a job interview at Parker Car Service
✨Know the Company Inside Out
Before your interview, make sure you research Parker Car Service thoroughly. Understand their values, mission, and the services they offer. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Contact Centre Supervisor, you'll need to demonstrate your leadership abilities. Prepare examples from your past experiences where you've successfully led a team, handled conflicts, or improved processes. Be ready to discuss how you motivate and support your team in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. Think about how you would handle difficult customer interactions or manage team performance issues. Practising these scenarios can help you articulate your problem-solving skills and approach to conflict management.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they currently face, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.