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Accommodation Team Leader

2 months ago

Ipswich, Suffolk, United Kingdom Hd6 Full time

Job Title: Team Leader

Company: Hd6

Hourly Rate: $16.63

Hours per Week: 37

Job Type: Temporary

About the Role:

We are seeking a highly skilled and experienced Team Leader to join our team at Hd6. As a Team Leader, you will be responsible for supporting the Team Manager in the effective operation and delivery of excellent customer service in our Contact Centre.

About the Contact Centre:

Our Contact Centre is a multi-channel, 24-hour operation that acts as the first point of contact for our customers. We operate across various services, including Adult and Community Services, Children and Young People Services, and Mental Health.

Key Responsibilities:

  • Manage Demand: Expected to manage demand within the contact centre, ensuring that all tasks are covered.
  • Line Management: Responsible for the line management of a team of Independence and Wellbeing Advisors.
  • Performance Management: Manage performance and identify improvement opportunities for team members.
  • Task Allocation: Manage the allocation of tasks throughout the day and take responsibility for managing demand within the contact centre.
  • Documentation: Document performance conversations, including 121's and PDR's in line with our company values.
  • Budget Management: Understand budget constraints and appropriate management of resources.
  • Recruitment and Training: Support with recruitment, training, and the induction of new staff within the Contact Centre and Emergency Duty Service Teams.
  • Complaints and Escalations: Respond to complaints or escalations in a timely manner.
  • Rota Management: Oversee and manage the Emergency Duty Service rota and Contact Centre rota, approaching staff where needed for shift cover/swaps.
  • Team Meetings and Training: Lead on Team meetings and training sessions.
  • Professional Development: Evidence of continued professional development.
  • Computer Literacy: Relevant computer literacy (Explorer, Chrome, Word, Excel, Outlook).
  • Data Protection and Safeguarding: Demonstrable understanding of data protection and safeguarding legislation.