Contact Centre Night Shift Team Lead

7 days ago

Halifax, Calderdale, United Kingdom Activate Group Limited Full time

Job Title: Contact Centre Night Shift Team Lead

Department: First Response Team

Location: Home based, easy access to either the Halifax or Peterborough for training

Hours: 37.5 hours

Salary: £27,000 plus night shift allowance

We're looking for a Contact Centre Night Time Shift Team Lead to be part of our success story.

**Named in the 2022 Sunday Times 100: Britain's fastest-growing private companies.**

**Great career development opportunities – grow with us.**

About the Role

To manage, motivate and support the team to deliver a professional service, meet SLAs and meet or exceed customer and client expectations. With an emphasis on coaching and leading by example. Driving performance through objective setting and working towards team and individual targets to ensure exceptional service and KPIs are met.

Key Responsibilities

  • Daily management of the rotation/shift/team, namely the overnight service including effective resource, demand and utilisation planning.
  • Act as a point of escalation for any client and customer issues
  • Manage and take action on high volume enquiries, managing client expectations at all times
  • Provide strong direction
  • Conduct side by side coaching
  • Identify training needs and plan accordingly following side by side coaching
  • Report and provide updates on team performance including weekly targets and achievements to the Operations Team Manager
  • Adhere to all relevant regulatory rules and guidance

Skills and Experience

  • Excellent written and verbal communication skills
  • Able to manage own time and workload of others
  • Ability to understand performance needs and coach individuals

Benefits

  • 33 days holiday (including bank holidays)
  • Personal health cash plan – claim back the cost of things like dentist and optical check ups
  • Enhanced maternity / paternity / adoption / shared parental pay
  • Life assurance: three times basic salary
  • Free breakfasts and fruit
  • Birthday surprise for everybody

What You Can Expect from Us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.

A Bit About Us

Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Our Purpose and Values

Purpose: Make someone's bad day better

Values:

  • Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
  • Strive for better – Be bold. Challenge the norm – make small improvements often.
  • Win together – Be a team-player. Win together, learn together, respect each other.

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