Customer Care Centre Supervisor
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Date Posted:
Country:
United KingdomLocation:
Grove Park 7 Barton Close Grove Park LE19 1SJ Leicester United kingdomThe Supervisor plays a pivotal role in delivering an exceptional customer experience and ensuring the efficient daily operation of the Customer Care Centre. They provide frontline leadership coaching performance development and realtime operational support to Customer Care Champions.
Key responsibilities:
Customer Experience & Service Delivery
- Ensure customer enquiries are handled efficiently professionally and in line with company standards and servicelevel commitments.
- Act as an escalation point for complex customer or engineer queries and ensure swift resolutions.
- Drive firstcontact resolution and customer satisfaction metrics.
Operational Leadership
- Oversee daytoday telephony digital channels and administration workflows.
- Make realtime decisions on workload allocation shift planning and resource availability.
- Monitor KPI dashboards and take timely action on service risks (backlogs call queues SLA breaches).
- Prepare for and support internal and external audits.
People Leadership & Coaching
- Lead motivate and develop Customer Care Champions through regular coaching 1:1s feedback loops and performance reviews.
- Identify skill gaps and ensure training onboarding and upskilling are delivered to a high standard.
- Collaborate with TA HR and IT regarding recruitment and onboarding of new team members
- Promote wellbeing psychological safety and a supportive culture.
Performance & Quality Management
- Own team performance across productivity quality compliance and service targets.
- Deliver monthly performance discussions improvement plans recognition initiatives and succession development.
- Ensure adherence to customer care procedures quality frameworks and documented work instructions.
Continuous Improvement
- Lead or contribute to initiatives that enhance workflow efficiency reduce failure demand and improve customer experience.
- Analyse data to identify trends root causes and recommend process changes.
- Support the development or enhancement of digital tools CRM workflows and automation opportunities.
Compliance & Governance
- Ensure all work meets company standards on safety data protection ethics and compliance.
- Manage risks escalate incidents appropriately and maintain accurate documentation.
- Complete mandatory ethics safety and operational training in required timeframes and ensuring team adherence
What you will need to be successful:
- Proven experience supervising or leading a team in a customerfacing or contactcentre environment.
- Strong communication coaching and interpersonal skills.
- Ability to analyse performance data and take decisive evidencebased action.
- Excellent organisational skills and resilience under pressure.
- Proficient in MS Office (Word Excel PowerPoint) and modern CRM/telephony platforms.
- Demonstrated ability to deliver highquality service to internal and external customers
Whats In it For Me:
Strong remuneration package
A real commitment to career progression with access to funded study schemes such as our industry leading Employee Scholarship Program and Educational Assistance Scheme
A culture which encourages innovative ideas and appreciates our talent is the key to our success
Apply today to join us and build whats next!
If you live in a city chances are we will give you a lift or play a role in keeping you moving every day.
Otis is the worlds leading elevator and escalator manufacturing installation and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide the industrys largest Service portfolio.
You may recognize our products in some of the worlds most famous landmarks including the Eiffel Tower Empire State Building Burj Khalifa and the Petronas Twin Towers! We are 72000 people strong including engineers digital technology experts sales and functional specialists as well as factory and field technicians all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving high-performance company.
When you join Otis you become part of an innovative global industry leader with a resilient business model. Youll belong to a diverse trusted and caring community where your contributions and the skills and capabilities youll gain working alongside the best and brightest keep us connected and on the cutting edge.
We provide opportunities training and resources that build leadership and capabilities in Sales Field Engineering and Major Projects and our Employee Scholar Program is a notable point of pride through which Otis sponsors colleagues to pursue degrees or certification programs.
Today our focus more than ever is on people. As a global people-powered company we put people passengers customers and colleagues at the center of everything we do. We are guided by our values that we call our Three Absolutes prioritizing Safety Ethics Quality in all that we do. If you would like to learn more about environmental social and governance (ESG) at Otis click here.
Become a part of the Otis team and help us #Buildwhatsnext!
Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability please contact us at
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Required Experience:
Manager
About Company
Otis is a leading manufacturer and maintainer of Elevators, Escalators, Moving Walkways with world class modernization tools & service packages for buildings
