Contact Centre Supervisor

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

Contact Centre Supervisor

Location: Exeter

Position Type: Full-time, permanent

Salary: £28,000

About Us & The Role

We are looking for a Contact Centre Supervisor who cares as much about supporting people as they do about hitting metrics. In this role, you will be the heart of our daily operations—the go-to person who keeps the energy high, steps in when things get busy, and makes sure our team has everything they need to succeed.

You will split your time between keeping our service running smoothly, mentoring our agents, and solving complex puzzles for our customers. From jumping on the phones during peak times to keeping our Internal Knowledge Base (IKB) fresh with the latest council insights, your day-to-day life will be varied, fast-paced, and deeply rewarding.

What You’ll Be Doing

• Supporting the Team: You will keep a close eye on phone queues to ensure your team is well-supported. When sickness happens or call volumes spike, you will be ready to sign in and take calls alongside them to take the pressure off.
• Championing Customer Experience: You will guide our team through tricky situations, listen in to offer real-time praise or advice, and step in to handle customer complaints with empathy and fairness, always keeping staff wellbeing a priority.
• Owning Our Knowledge Base: You will make sure our team is never left guessing. You will work closely with our implementation team to onboard new clients, update our IKB with fresh guidelines, and keep everyone up to speed on changing council rules.
• Keeping the Wheels Turning: You will oversee the general queries inbox, manage the office environment so everyone has the right tools, and take care of opening and locking up the space.
• Driving Improvements: You will gather feedback from the front lines to help us refine our systems, suggest better ways of working to our managers, and brainstorm improvements for council websites.

Who You Are

You’ll be a great fit if you have:

• A genuine passion for helping people and creating positive experiences.
• Strong communication skills and a natural ability to connect with others.
• Experience managing calling queues in a busy environment, with an eye for spotting trends in data.
• A calm, comfortable approach to handling escalations and resolving complaints.
• A disciplined attitude toward your own time management and a proactive drive to make things better.
• Solid IT skills and a curiosity about new technologies.

Bonus points if you have:

• Experience working with parking contact centres.
• Previous experience leading or managing a team.
• Knowledge of MiPermit or Chipside products.