Customer Service Supervisor

Supervisor

Location: Bristol
Department: Operations
Contract: \[Permanent / Fixed Term]
Working Pattern: Monday–Sunday, including extended hours where required
Reporting to: Operations / Centre Manager

About the Role

We are looking for an experienced and motivated Supervisor to join our Operations team in Bristol and play a key role in the day\-to\-day management of our Visa Application Centre operations.

As a Supervisor, you will lead and support a team of Visa Documentation Agents, ensuring we consistently deliver high standards of customer service, operational performance and compliance. You will act as a key point of escalation for complex customer and application\-related issues, while coaching your team and driving continuous improvement.

This is a hands\-on leadership role suited to someone who enjoys working in a fast\-paced environment, developing people and using operational data to improve performance.

Key Responsibilities

• Lead, motivate and support a team to achieve operational, service and performance targets.


• Act as a point of escalation for Visa Documentation Agents where applications present complex issues or substantial difficulties.


• Monitor team and individual performance, taking appropriate action to maintain and improve service delivery.


• Coach and mentor colleagues, promoting best practice, knowledge sharing and a strong team culture.


• Handle challenging customers professionally, assertively and diplomatically.


• Identify opportunities to improve operational processes and contribute to continuous improvement initiatives.


• Conduct regular performance reviews and annual appraisals, recognising achievements and supporting individual development.


• Organise and lead regular team meetings and communicate important business updates.


• Support recruitment, selection, onboarding and training of new team members alongside the Centre Manager and HR team.


• Manage rotas and staffing requirements, ensuring accurate records are maintained within the HRIS.


• Complete health \& safety, security and compliance reporting.


• Support payroll\-related activities, including the timely processing of overtime.


• Complete daily sales and operational reporting.


• Support facilities management and resolve or escalate IT issues where required.


• Maintain a secure and compliant working environment, protecting the confidentiality of client information.


• Follow all relevant information security, clean desk and security procedures.


• Contribute to a positive, inclusive and sustainable workplace.

You will be an experienced customer service or operations professional with proven experience supervising and developing teams.

We are looking for someone who is:

• An experienced people leader with a minimum of 2 years' team supervision experience.


• Experienced in customer service, ideally with 3\+ years' experience.


• Experienced in operational process management, ideally with 2\+ years' experience.


• Highly organised, detail\-oriented and able to manage multiple priorities in a fast\-paced environment.


• Confident using operational data to monitor performance and identify opportunities for improvement.


• A strong communicator and active listener with excellent interpersonal skills.


• Comfortable dealing with challenging situations and customers in a professional manner.


• A supportive and effective coach who can develop individuals and build high\-performing teams.


• Proactive, adaptable and able to remain calm under pressure.


• A strong Microsoft Office user.


• Fluent in English, French or another relevant language at upper\-intermediate level or above, with a second language considered an advantage.


• Emotionally intelligent and committed to creating an inclusive working environment.

• Bachelor's degree or equivalent is essential.


• Minimum 3 years' experience within a customer service environment.


• Minimum 2 years' operational process management experience.


• Minimum 2 years' team supervision experience.


• Experience within a Visa Application Centre, public sector environment.


• Experience working with documents and/or customer service is highly desirable.


• Knowledge of operational processes, procedures and client requirements is advantageous.


• Experience using bespoke CRM and HR systems would be beneficial.

At TLScontact, you will have the opportunity to make a real impact on both our customers' experience and the performance and development of your team.

You'll work in a dynamic international environment where Integrity, Respect, Professionalism, Innovation and Commitment are at the heart of how we operate.

This is also an excellent opportunity for an experienced Supervisor who wants to develop their leadership career, with the potential to progress into a management role over time.

Important Requirements

Due to the nature of our business, successful candidates must:

• Be available to work 5 days per week (Monday to Sunday), according to business requirements.


• Be willing to work extended hours when required.


• Successfully complete the required vetting and declaration process, including demonstrating a clean criminal record in accordance with the requirements of the role.


• Comply with all security, confidentiality and information security requirements.

At TLScontact, we are proud to foster an inclusive work environment where diversity is celebrated and valued. We are committed to equal employment opportunities and pay parity, regardless of factors like race, religion, gender, or disability.

Please note that all successful applicants will be required to undergo an enhanced level

Criminal Record disclosure.

Join us on our mission to redefine global visa and consular services – apply now and embark on a rewarding journey with TLScontact!

*Please note TLScontact is unable to sponsor those without permission to work in the UK, therefore any applicant must already have permission to work in the UK.*

All successful applicants will need to apply for and pass a Criminal Record disclosure \-

enhanced level.

*Under The Immigration, Asylum and Nationality Act 2006, you must have the right to work in the United Kingdom to be considered for this role.*

Please find below our Privacy Notice for Recruits:

https://www.tlscontact.com/recruit\-privacy\-notice/

Pay: £34,000\.00 per year

Benefits:

• Company pension


• Private medical insurance

This listing is from Indeed. View original listing ↗