Call Centre Team Manager

3 weeks ago


London, United Kingdom Daniel Owen Ltd Full time

Exciting Opportunity with a large Repairs Contractor
This role will be a management position being responsible for a team of 5/6 Call Handlers (Housing/Repairs)
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; 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.
Manage team shifts, expenses and any other administration duties
Monitor performance and motivate the team
Manage shift planning and ensure business needs are covered
Team management skills essential
Must have previous Housing Repairs experience



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