Contact Centre Team Leader

4 days ago

Swindon SN EH, United Kingdom English Heritage Full time £27,545 per year

Heritage is for everybody, and we are here for heritage.

Heritage lives in places and people, memories and stories, artefacts and traditions. It can connect us all to the past, and to each other. It can make us happier, strengthen every community, and help shape society for the better. Everybody should be able to enjoy the benefits it brings.

That's why, as a charity, we care for over a million objects and hundreds of historic sites in every part of England, from international icons to local treasures. And it's why we open them up, share their stories and find new ways for everybody to enjoy, learn, play and create.

We are looking for a Contact Centre Team Leader to join our team. The role is full time and permanent, working 36 hours per week.

The Benefits

  • Salary from £27,345, depending on skills, experience and location
  • 25 days' holiday plus bank holidays, pro rata, rising to 28 days after 3 years
  • Matched pension contributions up to 10%
  • The opportunity to progress your career within the heritage sector
  • Apprenticeship opportunities
  • Subscriptions to professional bodies
  • Free access to all English Heritage sites for you and up to six friends and family members
  • 25% discount in our shops and cafes
  • Enhanced maternity, paternity or shared parental leave
  • Options to buy additional leave
  • An inclusive working atmosphere everybody is supported from all backgrounds, religions and with different needs
  • Opportunities to go to some of our great live music and history events

This is a great opportunity for someone with experience of supervising and managing a team, with a focus on delivering excellent customer service.

As a Contact Centre Team Leader you will lead a team of advisors to successfully deliver excellent customer service to our supporters and collaborate closely with the Contact Centre Management Team to ensure we meet our SLA's and KPI's.

You will also be confident conducting regular 121's with your team to deliver performance and quality results.

To be considered as a Contact Centre Team Leader you'll need:

Experience of supervising and managing staff within a Contact Centre environment.

Experience of using customer relations management systems.

Ability to use coaching methods to support development.

Interviews will be held the week commencing 8th December on MS Teams or here at our central Swindon office

If you would like to talk to us e.g. about workplace adjustments or working patterns, please contact Suzanne Mills, Contact Centre Operations Manager, No agencies please.

Find out more about us and what we do: https://www.english- You can also meet some of our people and hear about why they enjoy working with us: https://www.english-

Everybody's welcome at English Heritage

Forget the stereotypes. It takes thousands of people from every background to care for England's heritage and open it up for everybody to enjoy. We're looking for every type of person with every kind of skill and experience, and we're committed to making sure that English Heritage is an equitable, diverse and inclusive place to work. You can connect with others through our EDI networks as a member or ally. These include Ethnic Diversity, Faith & Belief, Social Equity, LGBTQ+, Neurodivergence, Age, Disability and Gender Health and Wellbeing.

We take wellbeing seriously. We are committed to ensuring everyone feels safe at work and can carry out their role. To support this, we have a network of Mental Health First aiders, regular information and awareness events, unlimited access to an Employee Assistance Programme and work with our people to implement reasonable adjustments.

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