Contact Centre Team Leader

7 months ago

Dartford, United Kingdom Rydon Full time

Overview:
Rydon’s dynamic, supportive, fun and vibrant inbound Contact Centre has an opportunity for a Team Leader to join us on a permanent full time basis. Our Contract centre in Dartford, Kent is full of outgoing and friendly people. Every successful customer service centre is a reflection of the people who work in it and our call centre is no exception to this rule, it really is our people that make the difference.

Rydon has established a strong reputation for the quality within our new-build and maintenance sectors, creating and improving communities for the benefit of current and future generations. Our maintenance business provides a range of expert planned and responsive maintenance services to domestic properties and commercial buildings in the social housing, health and social care sectors. We look after a growing number of healthcare buildings for NHS Trusts, residential homes and educational facilities. Using the latest technology we ensure properties are well maintained, efficient and fit for purpose.

**See our careers video for more information about working for Rydon**:
Job Purpose:
Our Contact Centre team in Dartford, Kent provides customer service care to customers using our repairs and maintenance services providing an excellent customer experience on every call. At the front line of our business this team take inbound calls from our customers reporting repairs, and arrange for our in-house team of engineers to complete the repair. As Team Leader you will take a key role with driving and motivating a successful team, ensuring all daily tasks are completed and targets met. You will ensure that repairs are raised and scheduled efficiently in order to maximise maintenance engineer and sub-contractor utilisation whilst delivering excellent customer service.

Our office is located just outside of Dartford, Kent just a short distance away from Bluewater. Currently most of our team are working at home and in the office on a rotational basis. When you are travelling to us we have good bus route links and only 5 minutes from the nearest railway station. We also have free parking. It's a fun and sociable office which promotes an inclusive culture.

Reporting to the Contact Centre Manager you will ensure your team's SLAs, performance targets and quality measures are achieved whilst developing members of your team through coaching and training and identifying areas of improvements within the call centre.

**Other key duties include**:

- Monitoring quality, ensuring our reporting systems are fully up to date and auditable and that the correct procedures have been followed;
- Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
- Monitor live wallboards to ensure the contractual Service Level Agreements are achieved across the whole Contact Centre;
- Management of Absence Line; resolving queries and arranging rota
- Whilst embracing and encouraging company culture among your team, you will also ensure 1-2-1 meetings are held, reviewing performance against set grading guidelines, ensuring appropriate support and development is being provided along with managing any HR related actions within your team
- Attend weekly meetings for all required contracts, ensuring adequate preparation has taken place to maintain client confidence
- With the support of the Contact Centre Manager assist with the recruitment of new Schedulers and Customer Service Operators as required

This position is offered on a full time permanent basis, Monday to Friday 8am to 5:30pm.

Our Customer Service team has a vibrant and friendly, family culture. If you put the customer at the heart of everything you do, can motivate and inspire a team, we want to hear from you

Experience Required:
Additional Information:
As a well established, progressive company we are committed to attracting and retaining individuals by offering an excellent benefits package that includes a wide range of core and voluntary benefits.

For details on our rewards, recognition and benefits please click here.

For more details on our culture and what it’s like to work at Rydon, please click here.

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