Supervisor - Customer Support

The Supervisor, Customer Support is responsible for the day-to-day management of teams delivering high-quality service across multiple operational areas. This may include Customer Care, Transaction Management, and Collections related activities. The role focuses on executing defined processes, managing short-term priorities, and ensuring consistent delivery against SLAs, KPIs, quality standards, regulatory requirements, and customer expectations.

The Supervisor applies sound judgement to manage operational risks, support resolution of complex or sensitive customer, transaction, or collections issues, and escalate systemic, policy, risk, or cross-functional matters to management. The role plays a critical part in enabling Managers by maintaining operational stability, performance discipline, and team readiness across multiple work types.

Leadership & Team Management The Supervisor directly leads and develops a team who may perform different but related functions, including customer service, transaction management, and collections. The role provides clear direction, ongoing coaching, and day-to-day performance management to ensure consistent quality and compliance across all activities.

Responsibilities include supporting recruitment, onboarding, skills development, regular 1:1s, quality assurance feedback, and timely management of underperformance. The Supervisor leads daily and weekly operational routines, including work prioritisation and queue management, to respond to changing demand across teams’ workloads. Attendance, wellbeing, and engagement are actively managed in line with company policies.

Customer, Transaction & Collections Service Delivery

The Supervisor role-models customer champion behaviour and reinforces a Right-First Time and First Time Resolution culture across all service interactions. They support team members in resolving complex or sensitive customer enquiries, transaction requests, and overdue balance or collections-related cases within defined authority levels.

The role ensures interactions are handled professionally, accurately, and compliantly, including complex transaction processing. Emerging customer, service, transaction, or credit risk trends are identified at a team level, addressed locally where possible, and escalated to Managers when broader intervention is required.

Operational Performance & KPI Management

The Supervisor monitors and manages team performance against defined SLAs, KPIs, productivity, quality, accuracy, and utilization targets. They take corrective action to address variances and balance service quality, capacity, and cost within established parameters.

The role produces regular performance updates highlighting trends, risks, volume shifts, and corrective actions, contributing frontline insight to Manager-level operational and capacity decisions.

Process Execution, Risk & Change Support The Supervisor ensures consistent execution of end-to-end processes and adherence to documented procedures, controls, and regulatory requirements, particularly for transaction processing and collections-related work. They monitor compliance with defined authority levels and escalation paths.

The role identifies recurring issues, exceptions, or process gaps and provides data-backed recommendations for improvement. They design and implement short-term, practical solutions to local operational challenges and support Manager-led change initiatives by driving adoption and reinforcing new ways of working at the team level.

Collaboration & Communication The Supervisor communicates clearly and effectively with team members, peers, and internal stakeholders across multiple functions, to support effective day-to-day operations and service delivery

They collaborate