Contact Centre Team Leader

6 months ago

Leicester, United Kingdom PA Housing Full time

**A little bit about what we are looking for...**
As a Team Leader in our Service 24 department, you will be expected to successfully deliver an excellent Out of Hours Emergency repairs service and social alarm monitoring service. The primary focus of the role is to manage all elements of the Team and operations. You will also motivate, inspire, support, and develop the team to ensure our customers experience a high-quality level of service every time.

Due to the nature of this role we cannot offer hybrid working, as such this role is full office based.

**Your responsibilities...**
- Directly manage a team of Senior Coordinators and oversee the management of the Operators across a 24-hour multi-channel service against key performance indicators
- Support the Senior Coordinators with day today operational issues and provide support
- Analyse performance data and identify trends in call patterns and provide reports to senior managers
- Performance manages the team in line with the department and PA targets, procedures and policies
- Support the Senior Coordinators as they complete the recruitment and induction for all Service 24 colleagues
- Work with internal customers to improve the customer experience and enable a first line resolution
- Ensure that the duty rota is kept up to date and managed effectively by resource planning and scheduling 24-hour duty rota
- Effectively coach, manage and inspire the team to ensure overall objectives are met
- Have overall responsibility for the financial management of all S24 budget spend including budget setting, forecasting and monitoring
- Ensure that the wider team has regular 1-1s, team meetings in and outside of core hours and actively participate in wider management meetings
- Document weekly reports on each team members performance and targets
- Take front line calls as and when required
- Manage and respond to stage 1 complaint is, ensuring that service improvement recommendations are fully implemented
- Where required to assist with MP, Councillor or Housing Ombudsman enquiries and assist with providing information to senior managers in a timely manner
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._

To excel in this role you will need to be resilient, calm under pressure and self motivated. You should have excellent communications skills and be able to build effective relationships with stakeholders and customers. We will be looking for strong team leader/management experience within a contact centre environment, as well as experience with using CRM databases, strong IT skills and familiar with voice recording/similar software packages. It would also be beneficial for you to have housing management experience and financial awareness.

**AGENCIES: We know where you are if we need your support so please do not contact us.

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