Team Leader

**Be critical to our success in Kier Places and join the Housing Maintenance team as a Team Leader supporting maintenance activities for Housing Maintenance clients.**

**Call Handling Team Leader**

**Location**: Loughton, Office Based

**Business** **Area**: Kier Places - Housing Maintenance

**Contract & hours**: Permanent, full time - 40 Hours per week, Monday to Friday, 8 hours per day shifts between 8am and 5pm

Kier Places is looking to recruit a Call Handling Team Leader to work within our Housing Maintenance Contract Administration Team. The post holder will undertake support duties for the operational and office-based teams, including but not limited to day-to-day management of the Call Handling team advisors.

**Key Responsibilities**

In this role the Admin Team Leader will be proactive and responsible managers who will work effectively with other Customer Service Team Leaders to ensure an “end to end” service approach is always adopted. The role will carry out day to day liaisons and supervision of the teams, ensuring all processes are followed correctly while ensuring contractual SLA’s and KPI’s are met and KPI penalties are prevented.

Other responsibilities include:

- Monitoring of the Mitel phone system for all team members, ensuring all calls are answered with in three rings.
- Collating all statistics from the system to produce any reports the management team require, for example, productivity report
- Conducting training for new employees and/ or any refresher training required
- Be a proactive and responsible manager, taking ownership of your respective Customer Service Teams and ability to step into the other team leader roles if required.
- Work effectively with other Customer Service Team Leaders to ensure an “end to end” service approach is always adopted, avoiding the risk of operational silos developing
- Day to day liaisons and supervision of the teams, ensuring all processes are followed correctly.
- Effectively communicate within the team and beyond, developing an open, trusting environment that respects contributions from individuals and recognises successes
- Knowledge of SLA’s and KPI’s in line with the contracts and to actively manage the team to meet contractual requirements preventing penalties against KPI’s
- To ensure your team work efficiently and effectively to process their workloads against agreed volumes within their working day.
- To ensure weekly quality audits are undertaken to ensure quality information is recorded correctly in the business systems and identify any areas for improvement
- Ensure effective communication from your team with Operations Managers / Contract Management Teams to resolve challenges and agree priorities
- Build and maintain excellent relationships with colleagues, clients and third parties

**What do we need from you?**

To be a successful Call Handling Team leader, you will need to be reliable and ability to get on with others, with excellent verbal reasoning skills, great planning and organising skills - excellent organisational skills and ability to prioritise workloads, planning ahead to mitigate risks in demand or resource challenges, evidence of managing a team to achieve excellent customer service, very IT literate with advanced Microsoft Excel skills, be able to operate in a very adaptable environment, open to change while ensuring business priorities are not compromised and be performance driven, utilising metrics to drive individual and team achievement, taking ownership for the teams contribution to overall departmental performance

**Who are we?**

Kier Places - Housing Maintenance is a home-from-home for people with top housing maintenance and repairs skills. Thousands of homes across the country rely on us to maintain the place they live day-in-day-out. Join us to play a valued role in the success of the wider Kier Places team.

**At Kier, we’re proud to be able to offer our fantastic employees a wide variety of benefits that you can tailor to your needs.**

You can expect a competitive salary and an outstanding package that includes, private healthcare, a matched pension scheme up to 7.5%, 26 days’ annual leave plus bank holidays together with two employee Share Scheme options (Sharesave and Share Incentive Plan).

Some of our other benefits include:

- New and enhanced family friendly policies with 8 weeks paternity leave, 26 weeks maternity leave, pregnancy loss leave, surrogacy leave, and important guidance on the menopause and the support we can offer
- Kier’s Green Car Scheme
- 24/7 virtual GP service for you and your family, as well as 4x Life Assurance as standard, with the option for Partner Life Assurance cover
- A huge range of deals and discounts at many your favourite brands

**Find out more here about the great **rewards and benefits** we offer our employees.**

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