Out of Hours Senior

6 months ago

Newmarket, United Kingdom Sureserve Group Full time

**Out of Hours Senior**

**Newmarket**:

- unsociable hours (40 hours)**

Here at Providor, we are a leading provider of Smart Metering services across the UK and are currently have an opening for an Out of Hours Senior position on a part time basis.

**The Role**:
The Out of Hour Scheduling Senior is responsible for the successful running of the Out of Hours Team. This role is responsible for ensuring the Teams are adequately trained, KPI’s are achieved and performance managed, SLAs are met, and the team professionalism and call etiquette is a high standard.

The role will encompass many challenges such as driving the teams moral, behaviours and performance to the company’s expectations.

**Specific Roles and Responsibilities**:

- To manage the team’s attendance using Bradford Factor and the company absence policy.
- To complete quality checks on the team’s performance and feeding findings back to the individuals.
- To complete call quality checks on the team’s call to ensure the quality meet’s the required standard.
- To ensure the team are adequately trained to the required standard and they have everything they need to carry out the job roles successfully.
- To ensure coaching logs are updated as and when required.
- To manage and log the team KPI’s and communicate performance.
- To ensure escalated customer complaints are dealt with appropriately.
- To ensure positive working environment within the team.
- To attend client performance calls as and when required.
- To deliver exceptional telephone etiquette and customer service.
- To be professional and lead by example.
- To adapt to and complete any additional ad-hoc requests as instructed by you Line Manager.

**The Individual**:

- Good geographical knowledge
- Excellent communication skills
- A good telephone manner
- The ability to record information with a high degree of accuracy
- Be self-disciplined and self-motivating
- Office experience
- Good standard of Education - GCSE level
- Previous leadership experience

**Salary £**27,040**

**Plus, a discretionary bonus of up to £1,440.00 per annum on successful achievement of monthly KPI’s

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