Customer Care Centre Supervisor

Date Posted

2026-04-14

Country

United Kingdom

Location

Grove Park, 7 Barton Close Grove Park, LE19 1SJ, Leicester, United kingdom

The 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 real‑time 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 service‑level commitments.
• Act as an escalation point for complex customer or engineer queries and ensure swift resolutions.
• Drive first‑contact resolution and customer satisfaction metrics.

Operational Leadership

• Oversee day‑to‑day telephony, digital channels, and administration workflows.•
• Make real‑time 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 customer‑facing or contact‑centre environment.
• Strong communication, coaching, and interpersonal skills.
• Ability to analyse performance data and take decisive, evidence‑based action.
• Excellent organisational skills and resilience under pressure.
• Proficient in MS Office (Word, Excel, PowerPoint) and modern CRM/telephony platforms.
• Demonstrated ability to deliver high‑quality service to internal and external customers

What’s 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 what's 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 world’s 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 industry's largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 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. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll 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 [email protected].