Contact Centre Team Leader

1 week ago

Exeter, United Kingdom Taking Care Full time

**Contact Centre Team Leader - Emergency Response** **Salary: £30,040 based on average shift pattern**_**£29,737 basic salary with additional allowances payable for weekend and unsociablehours**_ As part of the AXA Group, Taking Care provides around the clock support to almost 100,000 people. Through our personal alarm service we give people the confidence to live well and remain in the home they love. Our ambition is to be the single source of products,services, information, and advice our customers can trust to take care of the essentials of life.

We are looking to recruit a dynamic, self motivated **Contact Centre Team Leader **to help lead our Customer Resolution Operators to save customers lives.

**Hours of work are 35 hours a week on a shift rota 7 days a week between the hours of 6am and 10pm**

**The Contact Centre Team Leaderwill have the following responsibilities**:

- Leading a team of up to 15 team members providing excellent levels of customer service
- Ensure staff resources are managed effectively to achieve targets.
- To undertake and successfully complete ERC operator training programme
- People Management of the team in line with Taking Care policies, to ensure that 1-2-1s, team meetings, performance management, attendance management, mandatory training and career development are followed.
- Work with the Emergency Resolution Centre Manager to lead and deliver team projects in line with company strategy.
- Deal with difficult and distressed clients & their families to investigate complaints.
- Assist with the recruitment process of new Team Members
- Manage and maintain service level agreements with optimum quality at all times.
- Manage and maintain Health and Safety at Work responsibility.
- Share ‘on call’ rota with other Team Managers covering a 24/7 operation.
- Call handle in periods of peak demand.
- Identify and create new processes & procedures as required for continuous improvement.
- Maintain confidentiality, security of information and premises (Data Protection Act 1984)
- Internally promote the ERC through being a proactive role model and departmental champion.

**Development and Training of our staff is really important to us, however we will need the following core skills and experience to be able to fulfil the role of Contact Centre Team Leader**:

- Proven experience of managing teams
- Proven experience of leading highly engaged teams
- Ability to demonstrate a continuous improvement mindset
- Ability to demonstrate a change leadership focus

**An Enhanced DBS Check will be required.** The position will be based at our office in Exeter, but there may be times when there is a need to work from our other office in Ashburton.

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