Contact Centre Supervisor

4 weeks ago

Stafford, United Kingdom Vistry Group Full time
About the Role

We are seeking a highly skilled and experienced Contact Centre Supervisor to join our team at Vistry Group. As a Contact Centre Supervisor, you will play a key role in ensuring the smooth operation of our contact centre, providing exceptional customer service and supporting our sales consultants to achieve their targets.

Key Responsibilities
  • Supervise and manage a team of contact centre operatives to ensure they are working efficiently and effectively.
  • Provide daily reports to the Contact Centre Manager, highlighting key performance indicators and areas for improvement.
  • Maintain and create rotas to ensure adequate coverage and minimize downtime.
  • Train and mentor new staff, ensuring they are equipped to provide excellent customer service and meet the expectations of our customers.
  • Monitor and review the performance of contact centre operatives, providing feedback and coaching to improve their skills and knowledge.
  • Deal with customer complaints in a professional and timely manner, ensuring that issues are resolved to the customer's satisfaction.
  • Be the point of contact for sales advisors, providing them with the information and support they need to perform their roles effectively.
  • Record, monitor and report on the outcome of customer enquiries, ensuring that we are meeting our targets and providing excellent customer service.
  • Monitor and review commission claims from contact centre operatives, ensuring that they are accurate and compliant with our policies and procedures.
  • Ensure that the contact centre team has access to the most up-to-date information on our developments, house types and purchase assistance schemes.
  • Respond to online customer enquiries in a timely and efficient manner, ensuring that we are meeting our service level agreements.
  • Liaise with sales consultants on site to ensure a streamlined operating process and excellent customer experience.
  • Manage the CRM system to ensure accurate management of enquiries and enhancement of customer profiling for optimized 121 engagement and marketing.
  • Undertake all tasks accurately and efficiently, in accordance with GDPR and company policies and procedures.
  • Deal with all customer enquiries in a polite, efficient and confidential manner.
  • Provide regular feedback to the Contact Centre Manager on quality and proceedable likelihood of enquiries.
  • Liaise with regional sales teams to ensure understanding of development changes and updates.
  • Attend departmental meetings as required.
  • Complete mandatory training programmes as required, including GDPR and cyber security.
  • Ensure compliance with company health and safety policies and procedures and legislation.
About Us

Vistry Group is the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring and quality shape all we do, and our partnership-led approach helps us build sustainable communities where they're needed most.

We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process. Join us in making Vistry.

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