OOH Weekend Team Leader

1 week ago


Whyteleafe CR, United Kingdom BSW Heating Ltd Full time £25,000 - £40,000 per year

JOB TITLE: OOH Weekend Team Leader

DEPARTMENT: Contact Centre

LOCATION: In person at 3 Old Barn Lane, Kenley, Surrey, CR8 5AT

REPORTING TO: Customer Service Manager

HOURS: Saturday and Sunday, 08:00am – 05:00pm (1 hour break) 16 hours a week

Job Overview

To support the Customer Service Manager with ensuring the Contact Centre team works in an efficient manner during the OOH shifts, delivering a high standard of calls and service to our customers and residents. We require someone who is willing to be flexible to deal with issues that will arise from the team.

Duties

  • On-boarding new starters providing coaching, support and regular feed-back.

  • Complete line management tasks including (but not limited to) TMS, 1:1's, grievances and disciplinaries, Return-To-Work process, escalating issues to the Customer Service Manager as appropriate.

  • Work with OOH Weekday Team Leader to arrange rotas for Bank Holidays, ensuring that staffing levels are adequate during the OOH shifts, arranging cover for planned absence.

  • Ensure overtime sheets are updated by 3rd working day of following month.

  • Prep daily report summaries to be sent by evening call handlers just before midnight.

  • Handle manager calls as and when required.

  • Oversee the jobs raised during weekend shifts are raised correctly and allocated when required.

  • During times of high demand, to answer calls in a productive and effective manner.

  • Ensure all tasks are covered throughout OOH shift, back-filling tasks if unplanned absence arises.

  • Escalate on-call engineer issues to appropriate on-call Director (Domestic) / Manager (Commercial).

  • Monitor Override inbox ensuring requests are completed in a timely manner.

  • Ensure OOH mobile phones are answered.

Key Attributes

  • Excellent customer service and communication skills.

  • The ability to work under pressure within fast paced and emotive environment.

  • Previous experience in managing a team to achieve good results and cohesion and lead by example.

  • To ensure that professional standards and environment is maintained during out of office hours.

  • Flexibility and adaptability.

  • Have a positive attitude to work.

  • Presentable in appearance.

  • Highly motivated and enthusiastic.

BSW are an equal opportunities employer.

Job Type: Part-time

Expected hours: 16 per week

Benefits:

  • Casual dress
  • On-site parking

Work Location: In person



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