Out of Hours Homelessness Team Leader

5 months ago


Liverpool, United Kingdom Fox Morris Group Full time

Out Of Hours Homelessness Team Leader - Liverpool City Council (HYBRID WORKING)

We are looking for a **Out Of Hours Homeless Team Leader **will be based at:
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 lead and motivate a team of Customer Service Advisors to deliver a world class customer service ensuring all qualitive/quantitive targets are exceeded in line with the strategy & objectives of Liverpool City Council.

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.

Develop the City Council’s commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken

If you are looking for a new role or would like further information, please send across your up to date CV

If you know someone who would be a good fit for the role, please send over their contact details and get in touch, as we do offer a generous referral fee**.**

Look forward to speaking with you,

**Job Types**: Full-time, Temporary contract
Contract length: 3-6 months

**Salary**: £13.30-£18.10 per hour

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- No weekends

**Experience**:

- Management: 2 years (required)
- Customer Services: 2 years (required)
- Homeless: 2 years (required)
- Local Authority: 2 years (required)

Work Location: In person

Reference ID: Out Of Hours Homelessness Team Leader



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