Night Shift Supervisor

2 weeks ago

Sheffield, United Kingdom First Customer Contact Ltd Full time

**Are you a night owl?**

**Do you work better over night?**

**Are you an experienced Call Centre Team Leader, with a passion for developing your team? Are you passionate about offering outstanding customer service?**

First Customer Contact are looking for a Contact Centre Team Leader in our Sheffield City Centre office

We want you to manage, coach and develop a team of Customer Service Advisors, enabling them to provide all of our customers with an excellent experience. You will enable a culture of ‘first time resolution', with cross-functional working as required, to support the delivery of business requirements.

You will be proactive with your approach and accountable for driving performance and customer satisfaction across your team. You will meet KPIs and SLAs, manage high volume call handling, whilst delivering excellent customer service to internal and external customers and stakeholders.

**Your hours of work will be Saturday & Sunday, 10pm to 6.30am.**

**What will you be doing?**
- Enabling a culture of ‘first time resolution', by empowering teams to use the tools provided and their expert knowledge, to provide excellent customer service
- Driving your team's personal development and performance, whilst ensuring the right behaviours are shown and that all team members feel supported in their role
- Supporting the management team to deliver against teaM/Functional objectives
- Leading, coaching and monitoring your teams performance to meet individual and team KPI's, to ensure a high level of customer satisfaction is met at all times
- Meeting service requirements by recruiting, inducting, managing and developing your team, ensuring you meet all compliance standards
- Managing any HR employment related issues in-line with company policies and procedures, not limited to, but including; disciplinaries, grievances, absence and performance management
- Completing Quality Assurance monitoring to ensure levels of customer service meet the required standards of First Customer Contact.
- Engaging with both internal and external stakeholders

**What are we looking for?**
- Experience of working in a customer centric environment, preferably a customer contact centre
- Experience of people management, performance management and personal development, including the ability to coach and mentor teams to achieve required performance levels
- Experience of working to KPI targets and service level agreements
- Good understanding of relevant policies, processes, procedures and practices
- Internal and external stakeholder relationship management
- Ability to analyse information and act for improvement, by making effective decisions with strong problem-solving skills
- Ability to prioritise, manage workflows, delegate and ensure conflicting deadlines are met
- Excellent communication and interpersonal skills
- Ability to adapt and support organisational change, with a proven track record of personally delivering change
- Confident in the use of technology, with strong IT skills

**What can we offer you?**
- Competitive Salary of £28,500 (pro-rated for part time hours)
- 25 Days Annual Leave (pro rata'd)
- Free company bus travel pass on joining
- Discounted travel for you and your family on the trains (GWR, TPE, Hull Trains) after passing probation (6 months)
- Recognised award schemes

**Where will you be working?**

You will be working within First Customer Contact, in our prestigious city centre offices, a 10-minute walk from Sheffield Train Station.

You will be part of the Contact Centre Management Team, reporting into a Head of Service for Passenger Assist in our Contact Centre. Here, we focus on delivering high-quality, efficient and centralised customer service to our FirstGroup rail operating companies.

Our Contact Centre is a welcoming and supportive environment, our colleagues are our point of focus. We have made the Contact Centre an enjoyable, comfortable and invigorating place to work, where you will look forward to coming into work every day.

**Are you ready to manage your team in delivering outstanding customer service to customers?**

There, you'll be able to take a closer look at our contact centre and find out more about working here. Once you've applied for the role, If you're successful, we'll then give you a call to ask you some additional questions to make sure you're the right fit before we arrange a Microsoft Teams interview.

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