Unisondirect Helpline Services Team Leader

2 weeks ago

Stevenage, Hertfordshire, United Kingdom UNISONdirect Full time

UNISONdirect Helpline Services Team Leader


The Helpline Service Team Leader purpose is to provide judgement, support and guidance to all staff in the implementation of unison policies and government legislation.


The role involves the day to day management and coaching of Unison Direct Helpline agents, ensuring operational excellence in the delivery of Internationally renowned Mary Gober Standards of Customer Service Excellence.


Key Responsibilities

  • To ensure that all business activities are completed in line with GDPR, Unison policies and Government legislation.
  • Setting targets at Unison direct Department level and responsible for achievement of individual team objectives and KPI's.
  • To complete weekly/monthly call audits. To ensure that agreed quality of service/accuracy/GDPR guidelines are adhered to.
  • To identify and support underperformance, enabling and empowering staff to achieve their KPI's, as well as recognising and rewarding best practice.
  • To mentor and coach staff to encourage growth within the company and to proactively nurture a motivational environment.
  • To ensure that all HR Guidelines are adhered to in a fair and consistent manner, for example: Return to work interviews, Sickness absence policy and instigating performance management. (performance Improvement plans).
  • Deputise for contact centre manager on Ad hoc occasions.
  • Responsible for recruitment, interviewing, onboard training and retention of staff.
  • Respond affectively to Unison planned and unplanned events, sometimes within exceptional time scales, through resource planning and implementation of new processes.
  • Identify initiatives to be included in the weekly and monthly strategy planning meetings by analysing data, trends, KPI;s and the impact of external forces.
  • Resource planning for: unplanned absences cover, special projects including complex ballots, critical shift cover during operational hours (6ammidnight and weekends).

We will be looking for an individual who demonstrates the following which are essential to this post:

  • Experience of leading a team in a similar helpline services environment;
  • Experience of a call monitoring system in a live busy environment;
  • Previous experience of resource planning in a dynamic and fast paced environment.
  • Excellent Leadership and communication skills;
  • Emotional Intelligence, including Mental Health Issue awareness;
  • Coaching, ability to feedback and mentoring;
  • Interviewing and recruitment of staff;
  • Strong IT skills;
  • Analytical and problem solving skills and decision making skills;
  • Managing by fact;
  • Demonstrating role model behaviours consistently.

Desirable criteria include:

  • Training and presentation skills;
  • Campaign and project management skills.
Knowledge of trade unions is not required, but some customer service experience is desired. You must have a confident telephone manner and be organised, accurate and reliable. Full training will be given.


 Stage
  • Application submission (Application & CV);


 Stage
  • First Stage Interview (40 min) and Written Assessment (20 min) in w/c 6 February 23;


 Stage
  • Final interviews (40 min) on Tuesday 21 & Wednesday 22 February 2023, please ensure you are available for either of these two interview dates.

Please note:

  • Applicants must have a Right to Work in the UK;

Job Types:
Full-time, Permanent

Salary:
From £33,854.00 per year

Schedule:

  • Monday to Friday

COVID-19 considerations:
We have a Safe Working Policy and Hybrid Policy in place, and, take appropriate
precautions for staff when they are within the workplace.

Ability to commute/relocate:

  • Hertfordshire, SG1 2TP: reliably commute or plan to relocate before starting work (required)

Work Location:
Hybrid remote in Hertfordshire, SG1 2TP

Application deadline: 25/01/2023

Reference ID:
TL-1-Jan23

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