Contact Centre Team Leader

Our client is seeking a Contact Centre Team Leader to will be reporting to the Head of Contact Centre

MAIN PURPOSE OF JOB:

To supervise and lead the provision of the highest quality Telecare and telephone response services for the customers of the company in accordance with the Company’s policies and procedures, corporate objectives and service standards.

Key Tasks:

1. Provide consistent quality supervision and leadership of shifts in the Contact Centre.
2. Allocate tasks to team members as appropriate to ongoing operations.
3. Supervise the team’s delivery of allocated tasks and ensure that the relevant service level standards are met consistently across all disciplines.
4. Ensure all shifts have adequate and appropriate staffing.
5. Carry out supervisions, appraisals and performance management discussions with team members on a regular and timely basis.
6. Effective management of absence within the Contact Centre.
7. Train new and existing contact centre staff on effective and appropriate call handling in accordance with the Company’s policies and procedures.
8. To actively monitor the performance of the contact centre against targets
9. Advise management immediately of any problems or difficulties experienced with any aspect of system operation or procedure
10. Provide investigation and resolution of complaints received within the agreed procedures.
11. Provide the highest possible standard of customer care and support at all times whilst always giving priority to the safety and security of service users and staff.
12. Liaise with social workers, members of the primary care team, carers, emergency services, sheltered housing teams etc. to ensure that the service provided is co-ordinated with the care and support provided by other agencies.
13. Support a culture of continuous improvement by identifying operational efficiencies and constantly reviewing procedures to ensure that they are fit for purpose and making recommendations which will ensure that the Contact Centre is able to provide a high quality service to service users and clients.
14. Provide liaison with selected clients as directed by the Head of Contact Centre.
15. Provide performance statistics and other management information to clients as directed by the Head of Contact Centre.
16. Support marketing, promotion and customer relations activities as required and promote the Company’s services at every opportunity.
17. Provide support and when required cover for other Team Leaders as directed by the Head of Contact Centre.
18. Monitor and coach team members in respect of the quality of service and H&S standards
19. Provide support to recruitment and selection activities in the Contact Centre
20. Undertake any other tasks as directed by the Head of Contact Centre and / or a member of Company’s Management Team.

This job description sets out the duties of the post at the time it was drawn up. Such details may vary from time to time without changing the general character of the duties or the level of responsibility involved.

Person Specification
1. Qualifications

Essential
• GCSE’s at grade C or above or equivalent including Maths and England Desirable
• Relevant management qualification

2. Training

Essential
• Customer Care
• Telecommunications
• Telephone Answering Desirable
• ICT
• Supervisory skills / Leadership
• Train the Trainer

3. Skills and Abilities

Essential
• Able to motivate and supervise a staff team
• Able to deliver individual / group training in related subjects
• Able to work on own initiative and to keep calm under pressure
• Good communication and listening skills
• Self-motivated
• Commitment to Equal Opportunities
• Able to learn new things quickly
• Numerate and literate
• Keyboard skills
• Team worker
• Willingness to undertake a wide and varied range of duties

Desirable
• Understanding of work rostering
• Presentation skills / experience

4. Knowledge

Essential
• Issues related to care and support of vulnerable people
• Understanding of delivery of 24 hour telephone based services
• Understanding of the services provided by the company

Desirable
• Good geographical knowledge of the UK
• Knowledge of the services available for vulnerable people
• Understanding of work rostering

5. Experience

Essential
• Staff supervision
• Customer Service
• IT skills
• Call / Contact Centre experience
• Service Improvement

Desirable
• Experience of working with the elderly
• Social Care
• Voluntary sector
• Health sector
• Social Housing
• Change implementation

6. Legal Requirements

Essential
• Enhanced DBS Check

7. General Requirements

Essential
• Able to work shifts over a 24 hour period
• A willingness and ability to undergo training and personal development to acquire the skills necessary to perform to a high standard in a changing environment

Desirable
• Experience of working night shift

We endeavour to reply to all applications, however, if you haven`t heard from us within 7 days, you have been unsuccessful with this particular role. You are very welcome to apply to future advertisements placed by Grafters Recruitment Consultants / Grafters Accountancy Personnel.