Contact Centre Supervisor

Jobsgopublic Surrey, England Posted This week

Full Time
GBP 36,873 per year
Hybrid

Job description

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.

This role has a starting salary of £36,873 per annum based on a 36 hour working week. This is a hybrid role and you will be required to attend our Dakota office in Weybridge for a minimum of 2 days per week.

We are looking for a motivated and experienced Contact Centre Supervisor to join our busy Customer Services team. This is a key leadership role within a fast-paced, high-volume Contact Centre that acts as the front door to a wide range of council services.

You will be responsible for leading and developing a team of approximately 10 Contact Centre Agents, while overseeing the day-to-day operational delivery of high-quality customer service across telephone and digital channels. Our aim is to resolve enquiries at the first point of contact wherever possible, and you will play a crucial role in ensuring this standard is consistently achieved.

Our Offer to You

  • 26 days’ holiday, rising to 28 days after 2 years' service and 31 days after 5 years’ service
  • Option to buy up to 10 days of additional annual leave
  • A generous local government salary related pension
  • Up to 5 days of carer’s leave and 2 paid volunteering days per year
  • Paternity, adoption and dependents leave
  • An Employee Assistance Programme (EAP) to support health and wellbeing
  • Learning and development hub where you can access a wealth of resources
  • Wellbeing and lifestyle discounts including gym, travel, and shopping
  • A chance to make a real difference to the lives of our residents

    • Key Responsibilities for this role include:

  • Leading, supporting and developing a high-performing team, focused on quality, responsiveness and customer satisfaction
  • Providing hands-on supervision through regular coaching, feedback and development conversations
  • Handling and supporting the resolution of complex enquiries and complaints with empathy and sound judgement
  • Monitoring contact volumes, performance dashboards and KPIs to identify trends, recognise success and drive continuous improvement
  • Overseeing staff scheduling and ensure adherence to rotas to meet demand across channels
  • Maintaining and promoting adherence to policies, procedures and quality standards
  • Providing strong day-to-day operational leadership, supporting the smooth running of the service and stepping in where needed
  • Working collaboratively with colleagues and managers to ensure a seamless, consistent customer experience
  • Taking ownership of additional responsibilities and contribute to service improvements and efficiencies
  • Actively participating in team meetings, sharing insight, ideas and solutions
  • Monitoring daily reports, escalating issues promptly and providing clear, solution-focused feedback

    • Team Leadership & Culture is important to us and you will be responsible for:

  • Leading by example to create a respectful, inclusive and psychologically safe working environment
  • Promoting open communication, accountability and a culture of continuous improvement
  • Supporting professional development and succession planning within the team
  • Encouraging inclusive behaviours, valuing different perspectives and ensuring all team members feel heard and supported
  • Recognising individual needs, remove barriers and help create an environment where everyone can thrive

    • Your Application

    We are looking for someone who is passionate about delivering excellent customer service and has the ability to lead and inspire a team in a demanding environment. In order to be considered for shortlisting, your application will clearly evidence the following skills, experience and align with our :

  • Experience working in a customer-focused environment with significant public interaction
  • Strong knowledge of customer service best practice
  • Proven ability to coach, develop and performance manage staff
  • Experience of monitoring performance and using data to drive improvements
  • Confidence in handling complex enquiries and complaints, including supporting vulnerable or distressed customers
  • The ability to think quickly, ask the right questions and respond effectively to a wide range of situations
  • Excellent communication and interpersonal skills
  • A proactive, solution-focused approach

    • To apply, we request that you submit a CV and personal statement.

    Before submitting your application, we recommend you read the job description & Our to get an insight into working at Surrey.

    Contact Us

    Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment. For an informal discussion please contact Shabana Kausar, or Naomi Grieve via email.

    The job advert closes at 23:59 on 05/05/2026 with interviews planned to follow.

    Local Government Reorganisation

    Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

    Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here:

    Our Commitment

    We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.

    Your skills and experience truly matter to us. From application to your first day, we’re committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.

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