Service Centre Supervisor

Aura; Greater London, Reading; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Company pension

Career progression

Job summary

Aura in Reading is seeking a hands-on Service Centre Supervisor to lead day-to-day operations within our Reading service centre. You will oversee a team of Operators, drive performance, and ensure high service standards in a fast-paced environment.

Reporting to senior management, you will develop the team, monitor workflows, handle escalations, and contribute to ongoing process improvements while coordinating across shifts.

Qualifications

• Experience in a control room, operations centre, or call centre environment.
• Experience in a supervisory or team lead role.

Responsibilities

• Supervise the daily operations of the service centre and its team.
• Lead, support, and manage a team of Operators to ensure high performance and service delivery.
• Monitor and review incidents and workflows to ensure quality and efficiency.
• Investigate and resolve escalations or complex situations.
• Support onboarding and ongoing training of team members.
• Compile weekly and monthly performance and operational reports.
• Conduct regular performance reviews and provide coaching where needed.
• Manage team scheduling and rotas.
• Assist with payroll inputs and administrative tasks.
• Handle ad hoc operational duties as required.

Skills

Control room experience

Operations centre experience

Supervisory experience

Decision making under pressure

Leadership

Communication skills

Attention to detail

Excel/Sheets

Team leadership

Scheduling and rotas

Tools

Reporting tools

Analytics platforms

Job description

Job Description

About Us

We are a technology-driven service centre focused on delivering rapid, reliable support through a smart and scalable platform. By connecting a wide network of field responders and support resources, we ensure that assistance is always within reach. Our mission is to make critical support services more accessible, efficient, and dependable.

Role Overview

We are looking for an experienced, hands-on Service Centre Supervisor to lead day-to-day operations within our service centre in Reading. Reporting to senior management, this role is responsible for overseeing team performance, ensuring operational efficiency, and maintaining high service standards in a fast-paced environment.

You will play a key role in supporting, developing, and guiding a team of Operators, while ensuring smooth coordination across all activities within the service centre.

What We Are Looking For

• Ideally 3 years’ experience in a control room, operations centre, or call centre environment
• At least 2 years’ experience in a supervisory or team lead role
• Ability to work independently and make informed decisions under pressure
• Experience in a fast-paced, high-demand environment
• Strong leadership, interpersonal, and communication skills
• High level of attention to detail and problem-solving ability
• Proficiency in Excel or Google Sheets preferred
• Experience with reporting or analytics tools is advantageous

Key Responsibilities

• Supervise the daily operations of the service centre and its team
• Lead, support, and manage a team of Operators to ensure high performance and service delivery
• Monitor and review incidents and workflows to ensure quality and efficiency
• Investigate and resolve escalations or complex situations
• Support onboarding and ongoing training of team members
• Compile weekly and monthly performance and operational reports
• Conduct regular performance reviews and provide coaching where needed
• Manage team scheduling and rotas
• Assist with payroll inputs and administrative tasks
• Handle ad hoc operational duties as required

Remuneration & Benefits

• Competitive salary
• Centrally located office in Reading with easy access to transport and amenities
• Work in a fast-paced, high-growth scale-up environment
• Play a meaningful role in delivering critical, real-world support services
• Clear opportunities for career progression and internal growth
• Ongoing learning and development opportunities
• Exposure to innovative technology and operational best practices
• Supportive, collaborative team culture
• Performance-based recognition and incentives
• Potential for equity or share-based rewards for high performers

Benefits

• Company pension
• Employee mentoring programme
• Transport links

Ability to commute/relocate

• Reading RG1: reliably commute or plan to relocate before starting work (required)

Experience

• leading a team: 2 years (required)

Work authorisation

• United Kingdom (required)

Work Location: In person