Contact Centre Team Leader

2 months ago


Manchester, United Kingdom Hamilton Woods Full time
Job Description

Job Title: Contact Centre Team Leader

Job Type: Full-time

Location: Manchester

Job Reference: Not Applicable

Job Summary:

Hamilton Woods Associates is seeking a highly skilled Contact Centre Team Leader to oversee the out-of-hours call team. The successful candidate will provide supervision to a team of multi-skilled staff, ensuring a high-quality 24-hour service.

Key Responsibilities:

  • Oversee a team of staff who deliver a high-quality 24-hour service, including security, CCTV, concierge, mobile patrols, anti-social behaviour, and fire alarm response.
  • Liaise with law enforcement and local authorities to reduce and prevent incidents of crime and anti-social behaviour.
  • Conduct inductions and training for new team members, covering all aspects of their job role, health and safety, and welfare issues.
  • Assist the Night Manager in managing the team shift rota, ensuring adequate staffing levels for 24 hours a day, 365 days a year.
  • Monitor and manage sickness absence when required.
  • Identify and address training needs.
  • Record complaints received.
  • Attend management meetings and training as required.
  • Conduct regular safety inspections and risk assessments.

Essential Requirements:

  • Full UK driving licence.

Working Hours: Shifts of 6pm-6am with a 4 on 4 off pattern.



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