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Night Contact Centre Lead

4 months ago

Bristol, United Kingdom Unite Students Full time

**Night Contact Centre Lead**

**Hours**:31.5 hours per week. Working 4 nights out of 7 on a rota (variation of days). Working between 8pm and 8am including weekends and bank holidays.

**Location**:Bristol - Head Office

**Salary**:£27,500 per annum, plus bonus and benefits

**The Role**

Our Contact Centre is a vital part of central operations within Unite Students. As a Contact Centre Lead, you'll be the senior team member on-shift as well as shaping our team performance and strategy. You will work alongside our Leadership Team to provide the best support to our students and employees. You will also support with a wide-range of queries, from booking rooms, managing accounts and supporting processing tasks out of hours. You'll provide knowledge and insight to let the rest of the business know where we can improve. It's an exciting place to be and you'll be working in an environment committed to supporting yours and our customer's success.

**Who we are looking for**
- We are looking for solutions focused, customer-orientated individuals; with an abundance of enthusiasm for making our customers feel well-supported
- Being adaptable, with the ability to work across a range of customer-impacting disciplines; from accounts queries, to emergency support
- A demonstrated history in managing teams and driving performance
- You'll be someone who can oversee high-quality interactions and commit to taking ownership of any issue and utilising all available resource to resolve them first time
- You'll be target-driven and ready to maintain and exceed team performance to our departments Key Performance Indicators and Service Level Agreements
- You'll have a great team-spirit, understanding of the impact your personal-adherence and work has on our team and customer's success
- You'll be open to receiving and working on feedback, striving to be better and achieve to your full potential
- You'll be able to support others when dealing with high-profile and emergency incidents

**What you'll get in return**
- An annual bonus so you can share in the company's success
- Academy supported life-long learning to build your skills and enhance your career
- 25 days' paid holiday + holiday credits for bank holidays worked
- Pension scheme - based on how much you save, we'll contribute 1% more
- Shared Parental Leave - 18 weeks full pay
- We've earned a Gold award for Investors in People, so you'll be working for an employer who really cares about you and your career
- Other benefits include, Sharesave, Bike to Work, Charity Match, amazing discounts and more

**Essential**
- Excellent written and verbal skills
- Confidence in speaking with people over the phone; a clear and articulate telephone manner
- Ability to remain patient, calm and solutions focussed during challenging interactions
- Ability to work as part of a rota, including evenings and weekends

**Desirable**
- An understanding/background in providing services to students
- An understanding of contact-centre systems

**Compliance**
- Ensuring that Health and Safety legislation is adhered to at all times
- Maintaining an awareness of current legislation concerning Health and Safety, Data Protection/GDPR and compliance
- To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements.
- Delivering central processes and conducting all duties in line with Unite Students policy and procedure
- Ensuring incidents are reported via the correct channels
- Ensuring a safe and secure environment at all times
- Fulfilling the varied administration and auditing requirements

**About Unite Students**

Founded in 1991, Unite Students is a FTSE 100 business and the UK's leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

**Instinctive inclusion.**We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn't just what we do but who we are.

**People make Unite Students. **Employees, students, neighbours all contribute to building environments where we can all thrive.

**Room for Everyone**

We're proud to be an employer that **embraces individuality**, and we're passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a **home for success**, for both our employees and students, requires exceptional people with a passi