Phone Team Leader

7 months ago

Hook, United Kingdom Dignity Pet Crematorium Full time

**About Us**:
Dignity Pet Crematorium, a family-operated business with a rich history of helping families for over 30 years, stands proudly in the heart of Hampshire. In times of vulnerability, we extend our compassionate care to families, delivering an unparalleled, personalised cremation service for beloved pets. Our commitment to excellence is evident in our dedication to providing a five-star experience for families, fuelled by our unwavering adherence to core values.

**Looking for**:
We are actively looking for an experienced, empathetic, passionate Phone Team Leader to support us through growth and to navigate through the challenges of driving our well-respected service so we can be there for even more families when they need us. As a trusted point of contact, you will be responsible for overseeing the performance including; planning, co-ordinating and carrying out related office activities of the Phone Team to achieve efficient utilisation of available resources. You will provide leadership, coaching and support to the team and develop plans to achieve the phone team targets.

You will be responsible for the smooth running of our service, ensuring that the Phone Team are equipped to consistently deliver and promote service excellence. Your responsibility will encompass cultivating a positive client experience while overseeing the delivery of a top-tier, five-star service. You will be tasked with course correction as needed, ensuring the achievement of agreed-upon Key Performance Indicators (KPIs), budgets, and desired outcomes.

**Key tasks and responsibilities of this role include**:

- Determine, plan and direct work flow with the Phone Team daily. Forecast and resolve any potential rising issues.
- Analyse work flow issues and implement workable solutions.
- Generate daily reports from the CRM system.
- Ensure rotas for Phone & Colleague Support Teams are current and created one month in advance.
- Manage Annual Leave requests from team members and report absences on HR platform.
- Attend weekly meetings with all Team Leaders.
- Efficient time management to ensure projects set quarterly are completed.
- Give clear direction and leadership to the team.
- Monitor KPI scorecards.
- Forecast potential bottlenecks in Client Services.
- Achieve call turn around within set timeframes.
- Update error/oversight log for team daily.
- Chair all team 1-1 Meetings (support, informal, appraisals, RTW etc.) and report to Operations Manager.
- HR - Recruitment, inductions, reviews and investigations.
- Deputise for the Front of House & Ashes Team Leaders in their absence by ensuring the team are focused on the daily tasks to be achieved.
- Handover to Front of House & Ashes Team Leaders for annual leave absence.
- Handle client enquiries and complaints.
- Conduct weekly huddles with teams and send recorded minutes.
- Ensure adherence to Dignity’s quality assurance.
- Develop effective working relationships with the team.
- Provide necessary training, guidance and motivation to the team.
- Maintain a pleasant and secure working environment.
- Plan and organise the purchase of supplies in accordance with purchasing policies and budgets.
- Update phone procedures when necessary and communicate out.
- Assist with new staff training/mentoring programmes and sign off competency plans.
- Feedback to Operations Manager on individual’s performance and raise necessary concerns.
- Act as liaison with other departments.
- Support Health & Safety checks as directed by HR/H&S.
- Always lead by example and be aligned to our Dignity Values.
- Uphold confidentiality at all times.
- Any other reasonable duties as advised by management.

**Hours**: Mon to Sat 08.45-17.30hrs with very other Wed/Sat off.

**Salary**: Starting salary is £13ph rising to £13.65ph after probation.

**Reporting to**:Operations Manager

**Benefits**:

- Discount portal to save money on various products, cinema, holidays, and shopping
- Employee Assistance Programme includes Health Cash Plan
- Free Parking
- Professional development opportunities
- Legal & General Pension Scheme

**Job Types**: Full-time, Permanent

**Salary**: From £13.00 per hour

**Benefits**:

- Company events
- On-site parking

Schedule:

- 8 hour shift

**Experience**:

- Team Leading: 2 years (preferred)

Work Location: In person

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