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Call Centre Team Leader/Manager

3 months ago

London, Greater London, United Kingdom Daniel Owen Ltd. Full time

Exciting Opportunity with a large Repairs Contractor

Operations Team Leader to be based in SE London.

This role will be a management position being responsible for a team of 5/6 Call Handlers (Housing/Repairs)

Also overseeing 2 Scheduler and 1 x Admin

Duties and Responsibilities

  • You will manage a team of Customer Service Officers delivering excellent customer services to the public across a range of front line services and channels. You will work in conjunction with the Call Centre Manager to influence, develop and deliver the council's customer access strategy . Continuously drive improvement in delivery performance by developing and implementing policies, initiatives and strategies to improve both team and individual performance; and to share this best practice with other Team Leaders. Develop and maintain effective relationships with key partners and stakeholders and the wider community in order to facilitate the delivery of high quality services that meet user needs.
  • Understand client service level agreements including budgets and rates.
  • Plan/co-ordinate/allocate engineer workload in line with client SLA's & KPIs ensuring non-productive time is kept to a minimum. Ensure allocations match engineer skills and experience.
  • Liaise with client sites and record access arrangements. Escalate access issues or problems.

Administrative tasks:

  • Manage team shifts, expenses and any other administration duties
  • Create KPI documents such as status reports and tracking documents
  • Monitor performance and motivate the team

Team resources:

  • Manage shift planning and ensure business needs are covered
  • Recruit when necessary and manage the team mix

About the Candidate:

  • Team management skills essential
  • Able to lead, coordinate and coach team members
  • Ability to communicate with transversely with all different level in the organisation.
  • Able to prioritise and work autonomously

Must have previous Housing Repairs experience

Please send your CV through to be considered for the role

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