Contact Centre Team Lead

4 weeks ago

London, Greater London, United Kingdom A2Dominion Group Full time

Contact Centre Team Lead Role

A2Dominion Group is a housing provider operating across Southern England. With a rich history spanning over 70 years, we are committed to creating vibrant, sustainable communities that enhance the lives of our residents. At A2Dominion Group, we pride ourselves on our values of integrity, innovation, and inclusivity. With a dedicated team of professionals, we consistently strive to exceed industry standards.

About the Role

To lead on the delivery of departmental KPIs through the effective management of Contact Centre agents. To deliver a quality-focused frontline service across all A2Dominion tenures. To drive Contact Centre initiatives to improve customer satisfaction and reduce customer effort. To work collaboratively with other business areas and to support wider service improvement and to support in promoting Customer Experience across the wider organisation.

Key Responsibilities

  • Achieve agreed departmental KPIs through effective leadership
  • Through effective planning and use of business insights, identify and implement solutions within the Contact Centre to improve customer experience and reduce user effort, both internally and externally
  • Identify and implement solutions within the Contact Centre that deliver value for money and drives quality-focused outcomes
  • Handle escalated customer contact in line with business process
  • Take ownership of Contact Centre complaints, ensuring appropriate responses are provided within agreed business and HOS timeframes
  • To lead the recruitment and selection process of Contact Centre agents
  • Drive and deliver changes within the Contact Centre in line with both the Target Operating Model and the current Contact and Customer Experience Strategies
  • Support the Service Improvement Manager in wider changes which deliver an improved Customer Experience

People Management

Be responsible for the operational management of a team of Contact Centre Agents; identifying performance and training gaps; managing Agents within A2Dominion procedures to support the Contact Centre in providing excellent customer service

Analyse agent performance against KPIs, provide support for Agents' individual needs; addressing concerns and development needs.

Complete the prescribed number of contact quality assessments. Through quality assessment ensure contact standards are met and documented coaching provided where standards are not achieved

Provide ongoing effective coaching and real-time support for Agents in handling customer contact with effective and professional communication.

Maximise Team performance and motivation; creating a high energy environment to drive optimum results.

Work with Performance and Planning Team to establish dashboards and reports to track and measure agent performance

Use business insights and reporting to identify and address performance gaps

Create and maintain effective electronic records for all team management activity including but not limited to one to ones, coaching and any disciplinary issues

Communication and Collaborative Working

Effectively communicate relevant information to your individual team, demonstrating visibility and transparency

Share departmental vision and objectives with teams, ensuring buy-in to bigger picture

Manage and maintain relationships with both external partners and internal business areas, ensuring operational issues are quickly addressed

Work across the organisation, including with the communications team, to promote the work of the Contact Centre and any associated activity

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