Customer Call Team Leader

Salary: £33,200 per year

Our client is looking for a Customer Call Team Leader to join them on a permanent basis, working rotating shifts of 7am-3pm and 2pm-10pm Monday to Friday. The ideal candidate will have previous experience of leading a team, excellent IT skills and the ability to work under pressure. 

Main Purpose of Role:

The Customer Call Team Leader will lead the operational delivery of the Customer Call Service. The post holder will deliver the operational day to day management of a 24/7 rota, and monitor and coach performance to exceptional standards to support customers to live independently for longer.

They will strive to continue a culture of excellent customer service, embrace business transformation, and safeguard vulnerable customers.

Main Accountabilities:

• Supervise the 24/7 Customer Call service including completing regular performance reviews with team members, and coaching and developing new and existing team members.
• Monitor performance for Customer Call ensuring the service meets the required TSA and Contractual targets set: ensure all necessary paperwork and customer updates are completed in a timely manner; and provide customer reports in accordance with agreed contract/service level agreements.
• Deliver training associated with the implementation of new contracts, and service requirements.
• Complete daily quality checks ensuring the required TSA and contractual standards are adhered to.
• Monitor customer satisfaction for the service, assisting the Telecare and Services Manager in implementing service improvements.
• Record and monitor customer complaints, providing written feedback to customers when appropriate.
• Manage the 24/7 hour rota, ensuring sufficient staff cover to enable service continuity.
• Provide monthly call monitoring and exception reports.

Qualifications:

Management qualification – beneficial

Relevant Experience:

• 2 years’ experience in leading a team – essential
• Experience of implementing procedures, policies including performance management – essential
• Experience of coaching and motivating a team, in the delivery of customer service – essential
• Experience of using performance data and benchmarking to improve performance – essential
• Experience of dealing with difficult situations which require some diplomacy and excellent customer services skills to resolve – essential
• Experience in leading a team in a customer call centre environment – desirable
• Experience of working with staff on shifts, rota management – desirable
• An understanding of vulnerable adults and older people’s services – desirable
• Sound understanding of partner and statutory agencies – desirable

Skills and Abilities:

• Able to extract data and formulate reports
• Handling confidential data
• Strong IT skills (MS Office and other programmes for general work applications)
• Organisation skills
• Able to work independently
• Able to work under pressure in a fast-paced and/or emergency situation

Shift Pattern:

• 7am – 3pm & 2pm – 10pm, rotating shifts Monday to Friday (37.5 hours per week)