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- Tasks: Lead and develop a high-performing team to deliver exceptional customer service.
- Company: Join a vibrant and friendly contact centre in Exeter with growth opportunities.
- Benefits: Enjoy additional leave, company events, pension, free parking, and health benefits.
- Other info: Dynamic environment with opportunities for personal and professional development.
- Why this job: Be part of an exciting team during a period of growth and evolution.
- Qualifications: Proven experience in supervising contact centre teams and strong leadership skills.
The predicted salary is between 30000 - 40000 £ per year.
As part of our continued growth, we are now seeking two dedicated and professional Contact Centre Team Supervisors to join a newly formed team. This is an exciting time to join us as we continue to expand in this area, providing new opportunities to learn and develop your skills as the team continues to evolve.
The role of a Contact Centre Team Supervisor is responsible for leading, coaching, and developing a high‑performing team of Contact Centre Advisors to deliver exceptional customer service. These roles combine hands‑on operational management with strong people leadership. The successful candidates will oversee daily operations, ensure high‑quality service delivery, and motivate team members to achieve organisational goals. Fluency in English, along with strong leadership and communication skills, are essential for this role. Both of these roles will be based in our newly refurbished offices in Exeter, which are vibrant and friendly, with a large proportion of our workforce based here.
Responsibilities
- Lead, motivate, and develop team members
- Conduct 1:1s, coaching sessions, and reviews
- Drive engagement and positive team culture
- Monitor call queues and ensure service levels
- Manage rotas and absence cover
- Take calls during peak demand
- Handle escalations and complaints
- Support complex queries
- Monitor calls and provide feedback
- Maintain complaints log
- Ensure team training is up to date
- Ensure system access and resolve issues
- Work with councils and stakeholders
- Ensure office is maintained and secure
- Manage opening/closing responsibilities
Skills
- Proven experience in supervising or managing contact centre teams with strong leadership and coaching capabilities.
- Excellent communication skills
- Strong analysis skills to interpret performance data and implement effective improvements.
- Demonstrated supervisory skills with the ability to motivate and develop a diverse team.
- Exceptional organisational skills with attention to detail and the ability to prioritise tasks effectively.
- Excellent interpersonal skills with a focus on fostering a positive team environment.
- Ability to adapt quickly in a fast‑paced setting while maintaining high standards of service quality.
Job Type: Full‑time
Benefits
- Additional leave
- Company events
- Company pension
- Free parking
- Health
Customer Contact Team Supervisor in Devon employer: Unity5
Contact Detail:
Unity5 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Team Supervisor in Devon
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Think of examples where you've motivated a team or handled a tough situation. Be ready to share these stories during your interview to demonstrate your fit for the Contact Centre Team Supervisor role.
✨Tip Number 3
Don’t just sit back after applying; follow up! A quick email or call can show your enthusiasm and keep you on their radar. Plus, it gives you a chance to reiterate why you’re the perfect fit for the job.
✨Tip Number 4
Make sure to highlight your communication skills during the interview. As a supervisor, you'll need to lead and coach your team effectively, so be prepared to discuss how you’ve successfully communicated with others in the past.
We think you need these skills to ace Customer Contact Team Supervisor in Devon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Contact Team Supervisor role. Highlight your leadership experience and any relevant achievements in managing teams, as we want to see how you can contribute to our vibrant team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a contact centre team and how your communication skills can help foster a positive team culture. Be genuine and let your personality come through!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've handled escalations or complex queries in the past. We love candidates who can think on their feet and maintain high service standards, so don’t hold back on sharing those success stories!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our growing team in Exeter!
How to prepare for a job interview at Unity5
✨Know Your Team Dynamics
Before the interview, think about how you would lead and motivate a team. Be ready to share examples of how you've successfully managed teams in the past, especially in a contact centre environment. This will show your understanding of team dynamics and your leadership style.
✨Showcase Your Communication Skills
As a Contact Centre Team Supervisor, communication is key. Prepare to demonstrate your ability to communicate effectively by discussing how you've handled difficult conversations or escalations. Use specific examples that highlight your interpersonal skills and ability to foster a positive team culture.
✨Be Data-Driven
Brush up on your analytical skills! Be prepared to discuss how you've used performance data to drive improvements in your previous roles. Think of specific metrics you've monitored and how you've implemented changes based on that data to enhance service delivery.
✨Emphasise Adaptability
The role requires quick thinking in a fast-paced environment. Share examples of how you've adapted to changing situations or managed peak demands in the past. Highlight your organisational skills and how you prioritise tasks to maintain high service standards.