National Service Centre Team Leader

7 months ago

Salisbury, United Kingdom Landmarc Support Services Full time

Job Introduction
Landmarc support services are currently looking to recruit a Team Leader to support the NSC Manager and Team Manager in providing a comprehensive call centre service delivery through needs based training, coaching and call delivery.

Main Responsibilities
To support delivery of NSC KPIs by provide training and coaching support for NSC Agents regarding Induction training, Call and Case Quality KPIs and Call Management

Work with the NSC Team Manager to provide guidance and training to the National Service Centre team to ensure all processes are performed and comply with company policy and NTEP service modules

To provide a comprehensive service to all end users in order to deliver NTEP module services including but not limited to: NSC Helpdesk, BAMS Helpdesk, raise job requests, produce and coordinate reports, housekeeping, auditing records and provide adhoc advice to end users

To provide a comprehensive service to all end users in order to efficiently provide contract and business requirements including but not limited to: commercial administration, travel, accommodation and conference management, training administration, reception cover and additional administrative tasks and reports

To use a variety of office equipment and technology as required including both PC and tablets, paper-based systems, multi media centre, laminators, etc. using bespoke software, web-based information systems and customer centre technology

To organise and conduct regular team meetings and tool box talks ensuring business updates are communicated effectively.

To develop ongoing monthly schemes to encourage high morale and motivation within the NSC.

To liaise with all stakeholders to ensure effective contract delivery e.g. the Employers representatives, end users, Landmarc representatives and members of the public.

Provide on-call support for the NSC on a rota basis with the NSC Team Leader

Ability to operate customer centre technology effectively

Computer literate and able to use Microsoft Office to a high standard

Knowledge of management theories and techniques gained through or studying for a Level 3 qualification such as NVQ/HND in Team Leading or People Management equivalent and proven experience

A good level of numeracy and literacy gained through a Level 2 qualification such as a G.C.S.E. grade A-C or equivalent and proven experience

Experience of communicating with stakeholders

Knowledge of Health and Safety gained through IOSH Managing Safely or equivalent

Ability to work in a call centre

Work under pressure in fast pace environment

Office and administration skills

Demonstrate proven record of accomplishment of achieving objectives to set standards

Ability to follow processes within time constraints

IT skills including ability to use bespoke and off the shelf software packages

Developed coaching skills including providing feedback (both positive and negative) to ensure the team are motivated and engaged

Ability to drive continuous improvement

Ability to persuade and negotiate confidently to achieve results

About The Company
Landmarc provides the support services that enable Armed Forces from around the world to prepare for frontline military operations across the UK Defence Training Estate (DTE). This includes maintaining and delivering safe and sustainable infrastructure, managing and operating training areas and ranges and delivering multi-million pound projects to improve vital training assets.

By joining Landmarc you will be supporting our vision to provide the best training experience we can for our Armed Forces. We are the first and only Special Purpose Vehicle to be contracted by the Ministry of Defence (MOD) as their Industry Partner on the UK Defence Training Estate and the only company that is solely dedicated to the UK DTE, delivering essential support services since 2003.

Package Description
Landmarc will provide you with a competitive salary, in addition to this we also offer the following main benefits, amongst many others:
**Pension**

Landmarc offers all employees an opportunity to join the company stakeholder pension scheme, where the company will contribute up to 8% of the employee’s salary

**Holiday**

Employees are entitled to 25 days pro rata during each year of employment plus public holidays. 3 extra discretionary days are normally given in addition to annual leave allowances at Christmas

Annual leave allowance will increase in recognition of your continued service

Holiday purchase - purchase up to 10 more days holiday to use throughout the year

**Other benefits**

Edenred - Employee Discount scheme

Tusker - Salary sacrifice car scheme

Annual salary review, in consultation with the recognised Trade Unions

Life assurance insured for three times your annual salary, to help the loved ones that are left behind

Reimbursement of professional fees and on-going training

Family friendly policy

Sick pay

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