Accommodation Team Leader

2 weeks ago

Leicester, Leicester, United Kingdom Avature Full time
Job Description

**Job Title:** Accommodation Team Leader

**Job Summary:** We are seeking an experienced Accommodation Team Leader to join our team at Avature. As a key member of our operations team, you will be responsible for leading a team of customer service advisors and ensuring the delivery of high-quality services to our clients.

Key Responsibilities:

  • Team Leadership: Lead a team of customer service advisors, providing guidance, coaching, and development opportunities to ensure they meet their performance targets.
  • Quality Assurance: Monitor and improve the quality of service delivery, ensuring that all interactions meet our high standards.
  • Performance Management: Set and meet performance targets for speed, efficiency, sales, and quality, and manage the daily running of the team within a busy contact centre environment.
  • Resource Management: Ensure adequate resources are available to meet customer and contract needs, and manage the planning and coordination of staffing, including shift patterns and employee scheduling.
  • Customer Service: Provide a high level of customer service, assisting with customer enquiries and complaints, and handle complex customer complaints or enquiries.
  • Compliance: Ensure compliance to HR policies for contact centre staff, and manage compliance to all company policies and procedures.
  • Reporting: Report findings and results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies.

Requirements:

  • Leadership Experience: Proven experience in leading a team, with a track record of delivering high-quality results.
  • Customer Service: Excellent customer service skills, with the ability to handle complex customer complaints or enquiries.
  • Communication: Strong communication and interpersonal skills, with the ability to work effectively with colleagues, customers, and stakeholders.
  • IT Literacy: Proficient in MS Office Suite, with the ability to learn new systems and technologies quickly.
  • Business Acumen: Strong business acumen, with the ability to understand and interpret business data and metrics.

What We Offer:

  • Competitive Salary: A competitive salary and benefits package.
  • Opportunities for Growth: Opportunities for career growth and professional development.
  • Collaborative Environment: A collaborative and supportive work environment.
  • Recognition and Rewards: Recognition and rewards for outstanding performance.

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