Service Centre Supervisor

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