Out of Hours Homelessness Team Leader

3 months ago


Liverpool, United Kingdom iWork Recruitment Limited Full time

Contract to start on 01-04-24 until 30-06-24 with a possible extension.

**Job Purpose**

To provide first contact resolutions to customers, maintaining the highest standard of customer service at all times.

To embrace continuous improvement, technology development and incremental change.

To manage and lead a team of Customer Service Advisors to exceed agreed performance standards and exceptional service delivery.

During out of hours the team CSA team leader is responsible for the deployment of resources, to ensure that optimum performance is achieved and urgent contacts / work is allocated.

A strong commitment to encourage & motivate people, focusing on the benefits to the individual and our business.

To develop the Customer Service Advisors using one to one coaching, call quality monitoring and all other appropriate methods.

To actively participate in the on-going coaching and development initiative.

To be responsible for a teams performance by monitoring individuals and evaluating their skills and development areas.

Maximising performance against agreed performance indicators and objectives throughout the effective use of performance management tools.

To consistently manage the attendance and capability for all direct reports, highlighting to Operational Manager any issues that require escalation or action.

To manage the performance of the team by conducting regular one to one interviews with all individuals, providing them with feedback on their performance, coaching and counselling them on how to improve their performance and agreeing and monitoring action plans.

To agree development reviews with all direct reports.

To ensure the delivery of a level of service that delights Customers and Clients.

This will be achieved by driving forward a customer focused culture.

To communicate effectively to the team, ensuring that messages and information are delivered consistently and are understood.

To conduct team briefs as required, and to hold regular formal team meetings, to actively support the improvement activity to contribute to the success of the Careline.

Effective deployment of resources, to ensure that optimum performance is achieved.

During out of hours the team CSA team leader is responsible for the deployment of resources, to ensure that optimum performance is achieved, and urgent contacts / work is allocated.

To handle all customer complaints (verbal & written) to the appropriate resolution, within the agreed timescales.

To ensure a high standard of conduct and leadership by being a role model, setting the example for others to follow.

To be visible and accessible to the team at all times in order that they can be monitored, coached and developed.

Team Leaders will be required to go online when required and ensure their own skill set is kept up to date.

To attend all training courses required to ensure a high degree of workplace knowledge of processes and systems.

RQ1191564-03-24

**Salary**: £14.47 per hour

Work Location: In person

Reference ID: RQ1191564-03-24



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