Contract Lead

Salary: £25,000 starting salary

Contract Type: Full-time

Job Purpose:

To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing Team Leaders who are directing customer advisors.

To coach, develop and motivate the Team Leaders to monitor their teams performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS.

To ensure adherence to customer KPI’s and SLA’s are adhered to at all times.

To oversee effective management of 121’s, meetings, appraisals and disciplinary process and recording in accordance with company policy.

To ensure adequate resource is available to meet customer and contract needs.
Hold regular meetings to review service or account with customer and resource any account requirements to ensure customer satisfaction for the accounts under personal authority.

This role covers three large contracts, and has Team Leaders reporting to them

Account management experience and previous Team Leader experience essential for this role.

Duties and Responsibilities:

These may vary according to the type of contract, but tasks will generally involve:
managing the daily running of the Contact Centre to the quality standard that the account requires;

  • The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery
  • Liaising with supervisors, team leaders, team members, external customers and other colleagues to gather information and resolve issues;
  • Following the Quality Management System, to improve quality and minimise errors
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Investigating the most complex customer complaints or enquiries and recommending resolution/system improvements;
  • Managing compliance to HR policies for Contact Centre staff;
  • Contribute to customer visits; both in Connect Assist and at customer premises.
  • Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of staff and the improvement of procedures and policies currently in place
  • Developing constructive and cooperative working relationships with Team Leaders and any other relevant colleagues, sales/professional services etc.

This role is expected to undertake the following responsibilities within the context of the ISMS:

  • Reviewing and feeding back into policies
  • Reviewing and feeding back into incidents, weaknesses, events and non-conformities
  • Reviewing and agreeing follow up actions within the Risk Register
  • Management of other roles, including ensuring that they are fulfilling their responsibilitie
  • Provision and allocation of resources and training, as required, to operate the ISMS


Maintain compliance to all Business Management Systems, including but not limited to, ISO 9001 Quality Management System, ISO 14001 Environmental Management System and ISO 27001 Security management System

Click here to download full job spec

Applicants should email their CV to [email protected] with the job title included in the subject


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