Contact Centre Team Leader

7 months ago

London, United Kingdom National Portrait Gallery Full time

£29,624.00 per annum
Full time 40 hours - 5 days per week.
22 months FTC

**Role Purpose**:
To coordinate the effective operation of the Gallery’s Contact Centre and Reception functions, ensuring the Gallery’s Visitor Experience standards are upheld throughout all communication through the Contact Centre.

The Contact Centre Team Leader will have line management responsibility for a team of Contact Centre Assistants and will have a key role in supporting the Ticketing Operations Manager in the recruitment, training, development and ongoing performance management of a team.

**Key Accountabilities**:

- To ensure service level agreements with other teams are met and reviewed regularly with key stakeholders including Learning, Membership, Retail, Communications, Rights & Images, Archive & Library.
- To support the Ticketing Operations Manager with ticketing administration where required.
- To create, implement and monitor standard operating procedures for all Contact Centre and Reception activity.
- To create and deliver appropriate training modules for Contact Centre Assistants.
- To work closely with the Gallery’s communications team to ensure all visitor feedback is recorded and responded to appropriately. To produce and circulate regular reports on visitor feedback.
- To work closely with the Gallery’s Ticketing Operations Manager, CRM Manager, Learning Centre & Planning Manager and Digital team to ensure all visitor booking journeys are as efficient as possible and are continually reviewed.
- To ensure the Gallery’s Reception function provides the best possible experience for staff and guests to the Gallery’s Orange Street administrative building.
- To work closely with the Gallery’s Heritage Protection Manager to ensure the Gallery’s security policy is upheld through the Reception function and that appropriate planning and training is in place.
- To work closely with the Operations Coordinator to support the scheduling, annual leave and sick absence management of the team.
- To monitor, report on and respond to incoming call data in order to ensure call queue times are kept to a minimum and staff resource is scheduled to maximize efficiency.
- To work with the Gallery’s IT team to continually review, and look for opportunities to improve, the telephone processes and procedures for the Contact Centre and Reception functions.
- To work closely with the Gallery’s membership team to ensure Gallery members receive the best possible experience when contacting the Gallery and that the Contact Centre team work towards achieving agreed membership sales targets.
- To ensure the Contact Centre team have up to date information on all areas of Gallery activity in order to effectively answer all incoming queries.
- To ensure the Gallery’s Archive & Library team are supported in enabling public access to the Heinz Archive & Library through visitor contact and visitors arriving at reception.
- To support with effective incident response in the Gallery’s Orange Street administrative building, operating as a fire marshal and first aider.
- The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role_

To read the full job description, please follow the link: Job description - Contact Centre Team Leader

**Key Experience, Skills and Criteria**:

- Previous experience in a contact centre or admissions role.
- Experience of working through others to deliver a high quality visitor experience in a fast paced, public facing environment, preferably in a contact centre environment.
- Previous experience in managing a team is desirable.
- Knowledge of the Tessitura CRM system is desirable.
- A second language (including British Sign Language) is desirable.
- Excellent organisational, planning and logístical skills in support of need to multitask while working to tight deadlines.
- Be well organised, with the ability to prioritise, co-ordinate and delegate tasks in order to meet deadlines whilst remaining calm under pressure.
- Ability to take a collaborative approach, working effectively as a part of a team.
- Ability to assess situations and use discretion and judgement to find solutions to problems.
- Ability to handle staff and Customer complaints with ease and authority.
- Ability to deliver excellent customer service.
- An interest in and commitment to the work of the National Portrait Gallery.

**Key Criteria For Success**:

- Established good working relations with colleagues across the Gallery and with external stakeholders
- Completed an effective implementation of the Gallery’s new rostering system
- Become a proficient user of Tessitura and gained a full understanding of reporting processes

**We offer a competitive benefits package, including**:

- Generous pension scheme
- 27 days annual leave allowance, in addition to

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