Contact Centre Lead

7 months ago

Bristol, United Kingdom Unite Students Full time

**Contact Centre Lead**

**Location: Bristol - South Quay House**

**Salary**:£27,305 per annum, plus bonus and benefits

**Hours**:37.63 hours per week, working 4 shifts on 4 shifts off, 10.75 hrs per day. The shifts will fall between Monday to Sunday and will include night and day shifts

**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 peopl

  • Contact Centre Lead

    3 days ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Lead - (Part time)** **Location: Bristol - Head Office** **Salary**:£16,383 per annum, plus bonus and benefits **Hours**:22.5 hours per week.3 days out of 7,between the hours of 7am and 10pm. Weekends will be required on a rota basis. **The Role** Our Contact Centre is a vital part of central operations within Unite Students. As a...

  • Contact Centre Lead

    7 months ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Supervisor** **Location: Bristol - South Quay House** **Salary**:£27,305 per annum, plus bonus and benefits **Hours**:37.63 hours per week, working 4 shifts on 4 shifts off, 10.75 hrs per day. The shifts will fall between Monday to Sunday and will include night and day shifts **The Role** Our Contact Centre is a vital part of central...

  • Contact Centre Transformation Lead

    2 weeks ago

    Bristol, Bristol, United Kingdom Motability Operations Limited Full time

    We are seeking a seasoned professional to lead our Contact Centre team in Bristol, UK.Job Responsibilities:Oversee the daily operations of the Contact Centre, ensuring high levels of customer satisfaction and efficiency.Develop and implement strategies to improve KPIs, such as speed of answer, abandonment rate, and CSI.Leverage technology to simplify...

  • Contact Centre Lead 24/7

    6 days ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Lead 24/7** **Location**: Our head office in Bristol city centre **Working hours and shift pattern**: 37.63 hours per week, 4 shifts on 4 shifts off; the rota is a night and day shift rotation. **Salary**:Up to 25,480 + bonus + benefits **The Role** Our Contact Centre is a vital part of service delivery within Unite Students. As a...

  • Contact Centre Lead 24/7

    6 days ago

    Bristol, United Kingdom Unite Students Full time

    ** Contact Centre Lead 24/7 **Location**: Our head office in Bristol city centre **Working hours and shift pattern**: 37.63 hours per week, 4 shifts on 4 shifts off; the rota is a night and day shift rotation. **Salary**:Up to 25,480 + bonus + benefits **The Role** Our Contact Centre is a vital part of service delivery within Unite Students. As a Contact...

  • Contact Centre Team Lead

    7 months ago

    Bristol, United Kingdom Computershare Full time

    **Location: Bristol (Hyrbid)** This will be a hybrid position, working a minimum of 2 days within our Bristol offices. **We give you a world of potential** We’re looking for an energetic, dynamic people leader to join the team. You will lead a team of highly motivated customer service professionals, striving to develop and empower them to deliver world...

  • Night Contact Centre Lead

    2 days 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...

  • Outbound Contact Centre Agent

    14 hours ago

    Bristol, United Kingdom The Recruitment Co Full time

    We are looking for a outbound contact centre agent for our client in Bedminster. As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants. The Agent will be making outbound phone callsto warm leads only, i.e. no cold calling reporting directly to Contact Centre Supervisor. **Job title**:...

  • Contact Centre Agent

    3 weeks ago

    Bristol, United Kingdom The Recruitment Co Full time

    We are looking for a outbound contact centre agent for our client in Bedminster. As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants. Job title: Outbound Contact Centre Agent Salary: £11.44 per hour plus commission (approximately £300 an extra per month). Since it is an office...

  • Contact Centre Agent

    2 weeks ago

    Bristol, United Kingdom The Recruitment Co Full time

    We are looking for a outbound contact centre agent for our client in Bedminster. As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants.Job title: Outbound Contact Centre AgentSalary:£11.44 per hour plus commission (approximately £300 an extra per month).Since it is an office based role...

  • Contact Centre Agent

    3 days ago

    Bristol, United Kingdom The Recruitment Co Full time

    We are looking for a outbound contact centre agent for our client in Bedminster. As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants. Job title: Outbound Contact Centre Agent Salary: £11.44 per hour plus commission (approximately £300 an extra per month). Since it is an office...

  • Contact Centre Operations Manager

    3 weeks ago

    Bristol, Bristol, United Kingdom CV-Library Full time

    Contact Centre Forecasting Job Opportunity">We are seeking a talented Resource Planning Lead to join our team in Bristol. As a key member of our operations team, you will be responsible for ensuring exceptional service delivery by forecasting supply and demand for sales and service contact centre.This is a hybrid position working 2 days onsite with staff...

  • Contact Centre Agent

    3 weeks ago

    Bristol, United Kingdom CV-Library Full time

    We are looking for a outbound contact centre agent for our client in Bedminster. As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants. Job title: Outbound Contact Centre Agent Salary: £11.44 per hour plus commission (approximately £300 an extra per month). Since it is an...

  • Contact Centre Agent

    3 weeks ago

    Bristol, United Kingdom The Recruitment Co. Full time

    We are looking for a outbound contact centre agent for our client in Bedminster.As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants.Job title : Outbound Contact Centre Agent Salary: £11.44 per hour plus commission (approximately £300 an extra per month).Since it is an office based...

  • Contact Centre Planning Specialist

    3 weeks ago

    Bristol, Bristol, United Kingdom Practice Plus Group Full time

    About the Role: We are seeking an experienced Contact Centre Planning Specialist to join our team at Practice Plus Group. As a leading provider of NHS services, we are looking for someone who can lead our IUC planning team from a long, medium, and short-term perspective. The ideal candidate will have significant experience working in contact centre planning...

  • Centre Lead

    2 days ago

    Bristol, United Kingdom Brentry&Henbury Children's Centre Full time

    Have you always been Mr Potato Head but really wanted to be Woody? Or Olaf but wanted to be Elsa? Or always been Loki but really wanted to be Thor? Then we could have the job for you! We have an opening in our Senior Leadership Team as Centre Lead. We are a charity providing early education and childcare alongside Family Support Services; and we are...

  • Contact Centre Agent

    3 days ago

    Bristol, United Kingdom The Recruitment Co. Full time

    We are looking for a outbound contact centre agent for our client in Bedminster.As an outbound contact centre agent you will be making outbound phone calls to create appointments for the design consultants.Job title : Outbound Contact Centre AgentSalary: £11.44 per hour plus commission (approximately £300 an extra per month).Since it is an office based...

  • Contact Centre Advisor

    4 days ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**:Bristol Head Office **Hours and shifts**:4 days on 4 days off, working 9 hour shifts between the hours of 7.30am and 10.30pm **Salary**:Competitive salary + bonus + benefits **The Role** Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you'll be an essential part of a highly...

  • Contact Centre Advisor

    3 days ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**:Bristol - Head Office **Hours and shifts**:4 on, 4 off, rota pattern consisting of 12 hour shifts between 7am and 10pm. Some night working will be required between 8pm and 8am.*** **Salary**:£24,750 per annum, plus bonus and benefits **The Role** Our Contact Centre is a vital part of service delivery at Unite...

  • Inbound Contact Centre Agent

    5 days ago

    Bristol, United Kingdom The Recruitment Co Full time

    We have an excellent opportunity for an Inbound Call Centre Agent to work for a client based in Bedminster, Bristol. This will be a temporary leading to a permanent position. **Main Duties**: - Working closely with the Contact Centre Supervisor, Outbound Agents and Design Consultants. - Answer and deal with inbound phone calls. - Book appointments as...