Call Centre Team Leader

1 week ago

Caerphilly, United Kingdom Maximus Full time

**Shifts are 5 x 8 hours (8-4,9-5,10-6,11-7 or 12-8) between the hours 8am - 8pm Monday-Sunday. You will also 1 in 3 weekends.**

**Full Training is provided. After a month's training you have the option to work from the office and at home in a hybrid way of working.**

**The role is based at Unit 3, Cefn Coed Lane, Nantgarw CF15 7QQ, with free parking.**

**Who we are**

Maximus UK is one of the largest providers of employment, health and disability support programmes across England, Scotland and Wales. Operating from more than 270 locations nationwide, Maximus UK employs more than 5,000 people, including over 1,400 doctors,nurses, occupational therapists and other Healthcare Professionals. Maximus operate multiple business lines in the UK including the Centre for Health and Disability Assessments, Remploy, Health Management and Connect Assist. Learn more at maximusuk.co.uk

**About the Role**

As a Team Leader you will ensure quality and performance levels meet and exceed expectations on challenging service lines. You will be working on a contract for national charity Migrant Help to support vulnerable migrants. As part o the role you will beresponsible for the effective daily operations of the team including recruitment, onboarding, training and development activities.

**Key Duties**
- To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
- To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
- To ensure departmental KPI's are being achieved whilst adhering to SLAs
- To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
- To ensure adequate resources are available to meet customer and contract needs
- Provide support to members of the team where needed
- Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service ensuring the team are aware and have all up to date information
- Setting and meeting performance targets for speed, efficiency, and quality
- Managing the daily running of your team within a busy contact centre environment
- The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
- Liaising with Supervisors, other Team Leaders, team members, Team Managers, external customers and other colleagues to gather information and resolve issues
- Following the Quality Management System, to improve quality and minimise errors
- Handling complex customer complaints or enquiries
- Overcoming the complex communication challenges created through language barriers with professionalism and integrity to ensure a quality and efficient service provision to all SU’s
- Act as a point of escalation for complaint handling complex service user calls
- Act as a point of escalation for at risk or serious safeguarding call taking into account the challenges faces with language barriers
- Organising staffing, including shift patterns and the planning the number of employees required to meet demand
- Improving performance by raising efficiency
- Where a high number of process changes take place, ensure these are communicated, actioned and support is provided to all Customer Service Advisors where required
- Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
- Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place
- Lead by example with regards to behaviours acting professionally at all times
- Operate within and as a driver of a diverse, inclusive and supportive working environment
- Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
- Developing constructive and cooperative working relationships with colleagues

**Who we are looking for**
- Experience of Managing a team
- Experience of coaching and developing people
- Experience of working as part of a team
- IT literate with full working knowledge of MS Office Suite and use of windows-based databases
- An ability to plan, prioritise and co-ordinate your workload
- Excellent communication and interpersonal skills
- Strong decision-making abilities
- An ability to empathise with people at all levels
- An ability to manage and resolve complaints
- Emotional resilience
- Experience of working in a contact centre environment is desirable
- Previous experience of delivering a telephone and / or online based service is desirable

**What we offer**
- 25 days holidays + bank holidays
- Holiday Trade
- 9% combined pension contribution
- Healthcare cashplan
- Dental Insurance
- Retail discounts

**_EEO Statement_**

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

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