At a Glance
- Tasks: Lead a dynamic team, support customers, and drive improvements in our contact centre.
- Company: Join a supportive company that values teamwork and customer experience.
- Benefits: Competitive salary, full-time hours, and opportunities for personal growth.
- Other info: Exciting role with potential for career advancement and a positive work culture.
- Why this job: Make a real difference by mentoring others and enhancing customer satisfaction.
- Qualifications: Strong communication skills and experience in a busy call environment.
Location: Exeter
Position Type: Full-time, permanent
Salary: £28,000
About Us & The Role
We are looking for a Contact Centre Supervisor who cares as much about supporting people as they do about hitting metrics. In this role, you will be the heart of our daily operations—the go-to person who keeps the energy high, steps in when things get busy, and makes sure our team has everything they need to succeed. You will split your time between keeping our service running smoothly, mentoring our agents, and solving complex puzzles for our customers. From jumping on the phones during peak times to keeping our Internal Knowledge Base (IKB) fresh with the latest council insights, your day-to-day life will be varied, fast-paced, and deeply rewarding.
What You’ll Be Doing
- Supporting the Team: You will keep a close eye on phone queues to ensure your team is well-supported. When sickness happens or call volumes spike, you will be ready to sign in and take calls alongside them to take the pressure off.
- Championing Customer Experience: You will guide our team through tricky situations, listen in to offer real-time praise or advice, and step in to handle customer complaints with empathy and fairness, always keeping staff wellbeing a priority.
- Owning Our Knowledge Base: You will make sure our team is never left guessing. You will work closely with our implementation team to onboard new clients, update our IKB with fresh guidelines, and keep everyone up to speed on changing council rules.
- Keeping the Wheels Turning: You will oversee the general queries inbox, manage the office environment so everyone has the right tools, and take care of opening and locking up the space.
- Driving Improvements: You will gather feedback from the front lines to help us refine our systems, suggest better ways of working to our managers, and brainstorm improvements for council websites.
Who You Are
You’ll be a great fit if you have:
- A genuine passion for helping people and creating positive experiences.
- Strong communication skills and a natural ability to connect with others.
- Experience managing calling queues in a busy environment, with an eye for spotting trends in data.
- A calm, comfortable approach to handling escalations and resolving complaints.
- A disciplined attitude toward your own time management and a proactive drive to make things better.
- Solid IT skills and a curiosity about new technologies.
Bonus points if you have:
- Experience working with parking contact centres.
- Previous experience leading or managing a team.
- Knowledge of MiPermit or Chipside products.
Sound like you? We’d love to see your application, send over your CV and if you have any questions please get in touch.
Contact Centre Supervisor in Exeter employer: Unity Five Ltd
Unity5 is an exceptional employer, offering a vibrant and collaborative work culture in Exeter, where employees are encouraged to grow and develop their skills. With a strong focus on teamwork and support, you will find ample opportunities for personal and professional growth as the company expands following its recent partnership with a leading growth investor. Join us to be part of a dynamic team that values your contributions and fosters a positive environment for success.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Supervisor in Exeter
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unity Five Ltd. 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 Unity Five Ltd 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 Exeter
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 Unity Five Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Unity Five Ltd 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 Unity Five Ltd!
How to prepare for a job interview at Unity Five Ltd
✨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.
