Call Centre Team Leader Repairs

3 days ago

London, United Kingdom Daniel Owen Ltd Full time

I currently have a position with a large Repairs Contractor for a Call Centre Team Leader to be based in London. This role will be a management position being responsible for a team of 8 - 10 Call Handlers (Housing/Repairs)

**Responsibilities**:

- You will manage a team of Customer Service Officers delivering 'excellent' customer services to the public across a range of front line services and channels.

You will work in conjunction with the Call Centre Manager to influence, develop and deliver the council's customer access strategy.

Continuously drive improvement in delivery performance by developing and implementing policies, initiatives and strategies to improve both team and individual performance; and to share this best practice with other Team Leaders.

Develop and maintain effective relationships with key partners and stakeholders and the wider community in order to facilitate the delivery of high quality services that meet user needs.

**Administrative tasks**:

- Manage team shifts, expenses and any other administration duties
- Create KPI documents such as status reports and tracking documents
- Monitor performance and motivate the team

**Team resources**:

- Manage shift planning and ensure business needs are covered
- Recruit when necessary and manage the team mix
- Team management skills essential
- Able to lead, coordinate and coach team members
- Ability to communicate with transversely with all different level in the organisation.
- Able to prioritize and work autonomousl

Must have previous Housing Repairs experience

Please send your CV through to be considered for the role

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