Contact Centre Team Leader

6 months ago

Bristol, United Kingdom Serco Plc Full time

Contact Centre Team Leader - Health Assessment Advisory Services
Office Based, 5 days in Bristol Office
Full Time, Permanent, £27,000+ Benefits

37.5 hours worked on a range of shift patters covering 8am-8pm Monday
- Friday and every other Saturday covering 9am-5pm.

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Working from our brand-new Bristol office we are looking to recruit Team Leaders with substantial experience in telephony Customer Service.

The key purpose of the role is to lead a team of Contact Centre Advisors providing support to both the team and to the Customer as required. The Contact Centre Team Leader will oversee and determine work requirements, monitor call levels, ensure SLA’s/KPI’s are successfully achieved and that the team meets all targets.

Key Accountabilities

Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.
Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales.
Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised to schedule examination appointments to achieve all targets.
Producing and making active use of statistical data and work management reports to effectively manage workloads.
Provide performance reports/ data as and when required.
Building and maintain positive customer relationships.
Manage multiple teams with a variety of job content and performance targets.

What are we looking for?

Extensive Customer Service experience in a contact centre environment.
Experience in managing a team / being a team leader. (We will consider applicants without management experience who possess substantial contact centre experience)
Ability to develop good relationships with customers and colleagues.
Good contractual knowledge and aware of all considerations relating to the provision of report.
Ability to organise and prioritise work in an effective manner
Must be flexible due to the demanding nature of the role.
Understands the internal roles and responsibilities of the wider organisation
Able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.

**What we offer**:
Up to 6% contributory pension scheme
Free parking on site / 5 minute walk from public transport links
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts
A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
Serco discounts which include cinema, merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships.
Interesting and enjoyable work
Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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