Customer Contact Centre Team Leader

2 weeks ago

Birmingham, United Kingdom Highways England Full time

**Your new role**

The shift pattern for this role is 6 days on, 3 days off, based on a rota of earlies, lates and night shifts and attracts a 20% shift allowance.

**What you’ll be leading on**
- Build effective working relationships with contacts to facilitate smooth flow of information
- Monitor, review and report on team and individual call handling quality and performance.
- Manage the compilation and distribution of management information and reports
- Manage shift rotas to maintain adequate staff cover.
- Working collaboratively across the wider Customer Contact Centre team to improve customer experience and performance.
- Manage performance, conduct and attendance in accordance with guidance.
- Contribute to improvements which minimise risk to the health, safety and welfare of colleagues and stakeholders and carry out any tasks identified to the post

**To be successful**
- Experience of motivating and leading a team to promote a high performance environment and team engagement.
- Strong experience using office IT software and other technology to enable production and/or maintenance of a range of documents and spreadsheets.
- Ability to successfully manage difficult conversations in regard of managing attendance, performance and conduct
- Successfully handle customer complaints via the telephone
- Strong understanding of the policies and procedures governing customer contact to ensure queries are dealt with in an effective and timely way

**A bit about us**

Making sure our customers have safe and reliable journeys is at the heart of everything we do in Operations. We keep the roads open for business and play a key role in making sure the network we manage is fit for purpose today and for the future.

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