Contact Centre Team Lead
- Recruiter
- Resource Management
- Location
- Newbury
- Salary
- 25000.00 - 28000.00 GBP Annual + benefits
- Posted
- 17 Sep 2014
- Closes
- 24 Sep 2014
- Sectors
- Graduate & Internship, Accounting Graduate
- Contract Type
- Permanent
- Hours
- Full Time
Contact Centre Team Lead
Location: Newbury
Salary: Up to GBP28,000
(shift pattern to be discussed at interview stage)
Office hours run between 8:00am - 6:00pm, Monday to Friday and will require occasional weekends.
My Client provide high quality homes, services and neighbourhoods where people want to live in the South West of England. They have trebled in size in the last four years and their strategic plans commit to further significant growth.
An outstanding opportunity exists for a Contact Centre Team Leader to make an impact and play a key role leading a team of advisors, and pushing the team forward as the hub of their growing organisation.
The Customer Service Teams are responsible for dealing with a wide range of queries from customers and via telephone, email and written correspondence as well as through social media channels including Facebook and Twitter.
Resonsiblities:
- You will be responsible for driving a multi-skilled approach to Customer Services - Training and coaching Advisors to deliver across several different channels.
- You will manage the operational activities of the Contact Centre team.
- You will act as an escalation point and resolve any issues arising from incomming calls, emails and written correspondence
- You will deploy appropriate staff resources to ensure the delivery of a service that is both consistent and responsive.
- You will lead, motivate and direct the team to deliver objectives and targets - consistently achieving first call resolution with our Customers and achieveing KPI's and SLA's
- Working closely with partner agencies and contractors you will deliver and manage the provision of a high quality Housing Support and Repairs Service in order to meet the customer need.
Skils and Experiance:
- Applicants will have a proven track record leading a team in a fast paced Contact centre
- A natural ability to thrive in a changing environment.
- Previous supervisory and line management experience essential.
- Applicants will be IT literate and be familiar with Call Centre technologies.
- It will be necessary that the successful Team Leader will be extremely organised demonstrating a
high attention to detail and the ability to effectively priorities workloads to meet targets. - A full driving licence and access to a vehicle is essential.
If you are unable to apply online please an up to date CV via the "Apply Now" button. For your services my client are willing to offer a very comprehensive benefits package including 25 days holiday, Life cover, Pension and more.