Contact Centre Lead - Customer Experience & Ops

Unity Five Ltd; Exeter; On-site; GBP 24,000 - 32,000; Full time

Job summary

Unity Five Ltd is seeking a Contact Centre Supervisor in Exeter to lead daily operations, mentor agents, and ensure service quality. The role involves stepping in during peak times, managing queues, and maintaining the Internal Knowledge Base with current council insights.

The ideal candidate will balance frontline support with process improvement, possess strong communication skills, and be comfortable handling escalations in a fast-paced environment.

Qualifications

• Strong communication skills and the ability to connect with others.
• Experience managing calling queues in a busy environment with data trend awareness.
• Calm, proactive approach to handling escalations and resolving complaints.
• Disciplined time management and a proactive drive to improve processes.
• Solid IT skills and curiosity about new technologies.

Responsibilities

• You will keep a close eye on phone queues to ensure your team is well-supported and ready to sign in during busy periods.
• You will guide the team through tricky situations, provide real-time praise or advice, and handle customer complaints with empathy.
• You will work with the IKB to onboard new clients and update guidelines.
• You will oversee the general queries inbox and ensure the team has the right tools.
• You will gather feedback to refine systems and suggest improvements for council websites.

Skills

Communication skills

Call queue management

Escalation handling

Data analysis

Time management

IT skills

Job description

Unity Five Ltd is seeking a Contact Centre Supervisor in Exeter to lead daily operations, mentor agents, and ensure service quality. The role involves stepping in during peak times, managing queues, and maintaining the Internal Knowledge Base with current council insights.

The ideal candidate will balance frontline support with process improvement, possess strong communication skills, and be comfortable handling escalations in a fast-paced environment.