£32,000 - £34,000 Per Annum
Full Time
Permanent
Botley, Hampshire
Administration
Posted 6 hours ago
Expires In 29 Days
Job Description
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 skills
- 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.
Amy Clark012
amy.clark@pertemps.co.uk
02380 211655
Division 012
Pertemps Southampton
Warwick House
65 The Avenue
Southampton
Hampshire
SO17 1XS
02380 211655
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