Supervisor - Contact Centre - Customer Service Dept - Banking

Call Centre Customer Service Team Supervisor

Location: Newcastle (Cobalt Business Park)
Rate: £21 - £22 per hour (Inside IR35 - via umbrella)
Contract Length: 3-6 months, with the opportunity to transition into a permanent role

We are currently recruiting a Customer Service Supervisor to join a growing team supporting the personal lending division of a major UK high street bank. This is an excellent opportunity to join a well-established organisation where customer experience is at the heart of everything we do.

You will be supporting customers who contact us with enquiries and requests relating to their loan accounts, ensuring every interaction is handled professionally, accurately, and with care. Supervising a TEAM of 10 Customer Service representatives.

Working Hours

• Shifts between 8am and 10pm, Monday to Sunday
• Operates on a 6-8 week shift rotation, providing plenty of notice to help you plan
• Includes some evening and weekend shifts, fairly shared across the team

Responsibilities of the Customer Service Team Supervisor

• Manage the day-to-day performance and development of a team of approximately ten colleagues, providing clear direction, support, and leadership.
• Lead, motivate, and encourage colleagues through open and honest communication, creating a positive and engaged team environment.
• Monitor and review individual and team performance against business objectives, identifying trends and areas for improvement.
• Coach and develop colleagues through regular feedback and performance conversations, proactively addressing performance or conduct issues in line with training, competency, and performance frameworks.
• Maintain a visible presence on the operational floor, providing timely and accessible support to colleagues handling customer enquiries.
• Take ownership of complex or escalated customer interactions requiring senior involvement, ensuring effective resolution and positive customer outcomes.
• Provide constructive feedback and coaching following complex or escalated calls to support colleague learning and capability development.
• Support service delivery by handling customer calls where required, leading by example and consistently demonstrating high standards of customer service.
• Monitor and manage adherence to schedules and shift patterns to ensure operational efficiency and achievement of service level targets.
• Manage attendance in line with absence management policies to minimise operational disruption.
• Build and maintain strong working relationships across teams and departments to support collaboration and shared objectives.
• Communicate business expectations, updates, and change effectively using a range of communication channels, including team huddles, stand-ups, buzz sessions, and team meetings.
• Encourage an open feedback culture where colleague input is actively sought, listened to, and acted upon to drive continuous improvement.

What We're Looking For

• Experience in a people management role. Ideally in a call centre environment.
• A friendly, approachable, and customer-focused attitude
• Ability to work in a fast-paced, process-driven environment
• Strong attention to detail and confidence using computer systems
• A team player who enjoys working collaboratively and contributing ideas for continuous improvement
• A strong sense of responsibility when handling sensitive customer information
• The ability to undergo financial and criminal background checks

Work Environment

This is an office-based role located at Cobalt Business Park, Newcastle, with excellent bus and train links for easy commuting.

If you have the skills and enthusiasm to succeed in this role, apply now to take the next step in your career.