Contact Centre OOH Team Leader

1 week ago

Remote, United Kingdom Robert Heath Heating Ltd Full time £13,728 - £16,568 per year

Overview

Role: Contact Centre OOH Team Leader

Reporting to: Contact Centre Manager

Location: Home Based – Various locations if required

Salary: £13,728 a year with a £1000 a year performance bonus paid every 3 months if targets/kpi's are met.

Hours: 20 hours per week 4 Days on 4 days off - 20 hours average over 7 days

Annual Leave: 22 days per year April to March (Public holidays form working rota)

As one of the UK's leading social housing gas contractors, our busy customer service department provides first point of contact for over 80,000 residents reporting: heating & hot water faults, arranging annual services, gas leaks and CO Incidents

Main Duties and responsibilities

  1. Working with the Contact centre manager to ensure delivery of excellent levels of customer service from a team of customer service advisors.

  2. Qualifying and assigning emergency jobs to engineers.

  3. Monitor, support agents and to assist with calls to ensure the contractual service level agreements are achieved across the whole contact centre and KPI's of the contact centre are being met.

4 Effectively resolve complaint calls that are received in relation to customer dissatisfaction and a review of lessons learned is undertaken and communicated to the contact centre manager.

  1. To deliver training to new starters and Support customer service advisors with training needs as laid out by the contact centre manager following 4 monthly performance reviews.

  2. Support to disseminate the policies and procedures of the business as directed by the contact centre manager.

  3. Contributing ideas for continuous improvement.

  4. Attend meetings with team members where required.

  5. Support in recruitment of the OOH service.

  6. To escalate any major concerns in OOH's to on-call manager and make sure reporting effectively in OOH hand over report

General

  1. To maintain a standard of dress that is appropriate to the role and in accordance with the organisation's dress policy.

  2. To maintain confidentiality at all times and to ensure respect for, proper observance of and adherence to Robert Heath's confidentiality policy.

  3. To take all reasonable care of the health and safety of her / himself and of other persons who may be affected by her / his acts or omissions.

  4. To work at any other Robert Heath location as and when required.

  5. To undertake any other duties which are consistent with the post.

The above lists are not an exhaustive list of duties and responsibilities and are subject to change in accordance with the needs of the organisation

Person Specification - Customer service team leader

Essential

Excellent written and communication skills

Have confidence in using a variety of computer systems to deliver business objectives for quality & standards

Are comfortable with a wide variety of people management tasks and roles

Able to manage your time effectively under pressure

Have experience in managing expectations

Experience of problem-solving

Management reporting

Line management experience – 1 years minimum

Experience of complaint resolution

Desirable

Have experience managing and leading a team

Have experience managing engineers

Experience working in Customer Service – 2 years minimum

Experience of providing technical support

Business Management Qualification

NVQ Level in Customer Service

Job Types: Part-time, Permanent

Pay: £13,728.00 per year

Expected hours: 20 per week

Benefits:

  • Company pension
  • Work from home

Work Location: Remote

Application deadline: 12/12/2025

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