Call Centre - Customer Service Supervisor

Call Centre - Customer Service Supervisor

Based in Luton, Bedfordshire

Day shifts only or Night shifts only (no rotation between the two)

Salary: £30,576 - £31,688 DOE

additional earning potential through overtime

We are looking for an experienced contact centre professional to step into a supervisory role within a fast-paced, high-volume call centre environment, supporting customers through inbound and outbound communications.

As a Customer Service Supervisor, you’ll lead and support our Call Centre Advisors, acting as the key escalation point while ensuring service levels and quality standards are consistently met.

Operating 24/7, our call centre is central to supporting customers and operational teams. Joining this newly established team within an employee‑owned business gives you the opportunity to shape our culture, implement best practice, and grow your career in a structured contact centre environment.

As a Customer Service Supervisor, you’ll:

* Handle high‑volume inbound and outbound calls, including welfare, safety, and check‑ins

* Act as the main contact for customers, staff, and contractors, providing clear guidance during incidents

* Log all calls and incidents accurately and produce clear, compliant reports

* Follow scripts, procedures, and escalation processes, assessing urgency and escalating where needed

* Coordinate responses with operational teams, management, and emergency services

* Monitor service activity and staffing coverage across multiple contracts

* Maintain high standards of customer service, confidentiality, data protection, and compliance

As a Customer Service Supervisor, you’ll have:

* Call Centre or Customer Service Experience – Desirable but not essential

* Confident communicator, professional telephone manner with excellent verbal and written skills

* Able to use multiple systems, including Microsoft Office and call‑handling software

* Accurate and thorough when logging information during live calls

* Able to work a 24/7 shift pattern, including days OR nights, weekends, and 12‑hour shifts

* SIA CCTV Licence – Essential or willingness to obtain within the first three months (training provided)

What’s in it for you?

We believe in rewarding talent and creating a workplace where everyone feels valued. Here’s what you’ll get:

* Employee Ownership – You are part of our success!

* 20 days holiday (accrued and pro-rata)

* NEST pension scheme enrolment

* Exclusive perks and discounts – More than 250 deals available

* Ongoing training and development – From apprenticeships to leadership programs

* Wellbeing, Diversity & Inclusion – Our Mosaic Committee and Mental Health First Aiders are leading the way

* Recognition and rewards – Celebrating our shining stars all year round

Our Commitment to Inclusion

We are committed to creating a workplace where everyone belongs. As an inclusive and equal-opportunity employer, we welcome applicants from all backgrounds and experiences. We believe that diversity drives innovation and excellence, and we strive to build a culture of respect, fairness, and opportunity for all.

Please note:

Security and vetting clearance (DBS) is required for this role