Description
Location: South-West England – Remote working with occasional in-person meetings
Job Type: Permanent, Part-time (24 hours per week):
· Monday, Wednesday, Friday: 4:00 pm – 8:00 pm
· Tuesday & Thursday: 1:30 pm – 8:00 pm (with a 30-minute unpaid break)
· At least one Saturday per month: 10:00 am – 6:00 pm (swapping a Thursday shift)
Salary: £25,279 per annum FTE + bonus
The Company:
Acuity is a leading market research provider in the social housing sector, running over 250 surveys and interviewing around 200,000 residents each year. We build long-term relationships with our clients, delivering research, analysis and insight, that enables them to improve their services and provide the best possible service to their residents.
As Acuity’s CATI team continues to grow, we are looking for additional supervisory support to maintain our high standards and smooth operations.
The Role:
As Telephone Supervisor, you will play a key role in leading and monitoring our team of dedicated telephone interviewers, ensuring they deliver a first-class service to our housing sector clients. Your work will directly contribute to gathering valuable insights into residents’ opinions and needs.
This is an employed role, working 24 hours per week with fixed hours as follows:
* Monday, Wednesday, Friday: 4:00 pm – 8:00 pm
* Tuesday & Thursday: 1:30 pm – 8:00 pm (with a 30-minute unpaid break)
* At least one Saturday per month: 10:00 am – 6:00 pm (swapping a Thursday shift)
Responsibilities:
* Support and coach the team – Help both new and experienced Telephone Interviewers by answering questions, resolving issues, and providing guidance.
* Monitor and improve performance – Listen in on calls, review surveys, and give constructive feedback to maintain high-quality standards.
* Manage shifts and schedules – Ensure interviewers are assigned to the right projects, approve shifts, and handle any scheduling challenges.
* Provide technical and problem-solving support – Troubleshoot issues, offer solutions, and keep things running smoothly.
* Prepare and deliver briefings – Set up surveys and provide clear briefing notes so interviewers are fully prepared for each project.
The Person:
We’re looking for a proactive and confident Telephone Supervisor with a keen eye for detail and a passion for delivering high-quality work. You’ll ideally have experience in market research (especially in social housing) and supervising teams, but we also welcome applications from those with a strong customer service background and leadership experience.
You’ll be an excellent communicator, both written and spoken. Who can coach and support interviewers while maintaining a professional and positive approach. Organised and self-motivated, you’ll be able to prioritise tasks, meet deadlines, and handle confidential information with discretion.
Strong IT skills are essential, including proficiency in Microsoft Office and CRM systems. Experience with Wurkforce or Forsta would be a plus, but don’t worry - we provide full training on our systems.
Most importantly, you’ll bring a can-do attitude, a commitment to high standards, and a desire to contribute to a growing team. If this sounds like you, we’d love to hear from you!
The Rewards:
In return, we offer a competitive salary package of £25,279 pro rata, pension scheme, 25 days’ holiday pro rata + bank holidays plus an extra day off on your birthday.
Ready to make an impact? If you have the skills, experience, and enthusiasm to thrive in this role, we’d love to hear from you! Join our growing, friendly, and remote-first team—apply today and be part of something great.
Closing date for applications will be Wednesday 12th March.