Job Title

Contact Centre Supervisor Location Hedge End Working Hours Monday to Friday, 08:00–17:00 40 hours per week Salary £32,000–£34,000 per year (with potential to earn more through On-Target Earnings) Holiday Entitlement 24 days annual leave Contract Type Permanent PositionJob Purpose The Contact Centre Supervisor is responsible for leading, supporting, and developing a team of Contact Centre Advisors to ensure excellent customer service, strong performance, and full compliance with company processes and quality standards. Key Responsibilities Manage and lead a team of 7–8 Contact Centre Advisors Drive team performance to achieve individual and departmental targets Monitor call quality through call listening and quality checks Provide regular coaching, feedback, and training to improve performance and customer outcomes Identify development needs and support ongoing training initiatives Ensure all team members follow correct processes, procedures, and compliance requirements Handle customer escalations and take ownership of difficult or complex calls when required Support the team during periods of staff shortages or high call volumes Ensure customer needs are met consistently and professionally Address performance issues and conduct difficult conversations when necessary Maintain a positive, motivated, and high-performing team environment Skills and Experience Required Essential Previous experience as a Contact Centre Team Leader or Supervisor Proven ability to lead, motivate, and manage a team Strong communication skills, with confidence handling difficult conversations Experience dealing with customer complaints and escalations Ability to monitor performance and deliver constructive feedback Strong organisational and time-management skillsDesirable Contact centre enrolment experience Experience delivering coaching and training within a contact centre environment Personal Attributes Confident leader with a supportive management style Calm and professional under pressure Customer-focused with a quality-driven mindset Proactive and solution-oriented How to Apply To apply for this role, please apply now or contact Amy in our Southampton office for more information