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Call Centre Team Leader/Manager

4 months ago

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 ResponsibilitiesYou 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 dutiesCreate KPI documents such as status reports and tracking documentsMonitor performance and motivate the teamTeam resources:Manage shift planning and ensure business needs are coveredRecruit when necessary and manage the team mixAbout the Candidate:Team management skills essentialAble to lead, coordinate and coach team membersAbility to communicate with transversely with all different level in the organisation.Able to prioritise and work autonomouslyMust have previous Housing Repairs experiencePlease send your CV through to be considered for the role