Contact Centre Lead 24/7

1 week 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, you'll be a senior member of our Advisor workforce and offering support and leadership to a team of Advisors.

You will take ownership of the most complex and high-profile queries delivered to the Contact Centre, including Major Incidents and Complaints. You'll also provide support to the Contact Centre Team Leaders; in overseeing shift-plans, performance of Advisorson shift and ensuring that all Contact Centre Standards are maintained to the highest levels. Development of team skills will also fall within your remit to deliver; offering you the chance to receive and roll-out training plans in-line with the Advisor DevelopmentModel.

**What You'll Be Doing**
- Leading on major incidents or significant customer issues, ensuring that Advisors are completing work to the required standard
- Working as a senior point of contact for shifts, particularly out of hours and over weekends
- Making up part of the Contact Centre Leadership Team, supporting the Team Leaders, Training and Quality Lead and Contact Centre Manager in achieving high levels of performance, adherence and customer experience within the department
- Learning about and working in all aspects of Contact Centre query handling, including the Emergency and Service functions and acting as a Subject Matter Expert for the department
- Supporting in delivering training to new and existing Advisors
- Addressing on-shift performance issues and achievements and feeding these back to Team Leaders where needed

**What We're Looking for in You**
- Someone who can lead on seeing through Major Incidents, complaints and complex queries for customers
- Have demonstrated experience of resolving customer queries to an exceptional service level
- A solution focussed, customer-orientated person, with an abundance of enthusiasm for making our customers and teams feel well-supported
- Someone who can influence at a peer-to-peer level and can act as a role-model
- Target driven and is ready to perform to our departments KPIs
- You'll have a great team-spirit

**What You'll Get in Return**
- An annual bonus so you can share in the company's success
- 25 days' paid holiday
- Pension - based on how much you save, we'll contribute 1% more
- Flexible working opportunities
- Shared Parental Leave - 18 weeks full pay
- Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more

**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 bothour employees and students, requires exceptional people with a passion for creating room for everyone, doing what's right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

**We are US.

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