Aura
Service Centre Supervisor
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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
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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
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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
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