Contact Centre Team Leader

Job Title: Contact Centre Team Leader: Mind Charity Account

Salary: £18,750 – flexible depending on experience

Job Description

  • To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors.
  • To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS.
  • To ensure adherence to departmental KPI’s and SLA’s are adhered to at all times.
  • To undertake 121’s, meetings, appraisals and to adhere to HR procedures in accordance with company policy.
  • To ensure adequate resource is available to meet customer and contract needs.

 

Duties and Responsibilities:

  • These may vary according to the type of contract, but tasks will generally involve:
  • Setting and meeting performance targets for speed, efficiency, sales and quality.
  • Managing the daily running of the Contact Centre; the delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery.
  • Liaising with supervisors, other 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.
  • Handling the most complex customer complaints or enquiries, organising staffing, including shift patterns and the number of staff required to meet demand.
  • Improving performance by raising efficiency.
  • Managing compliance to HR policies for Contact Centre staff.
  • Ensuring the office is adequately prepared and organised for the arrival of staff and any visitors.
  • 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 colleagues

 

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 responsibilities.
  • 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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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.

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