Staff Development Team Leader
Working for a social enterprise to manage a team of dedicated staffs that are at the end of the phone 24 hours a day. The service is undergoing fundamental change and to support this the client wishes to recruit a dynamic first-line manager with exceptional people skills to take the business to the next stage of delivery.
The role is taking responsibility for effective delivery of customer facing operation and interface to other operational areas. To improve service delivery of telephone operators through performance management and a coaching approach. To make a contribution to the development of new products and services, in particular, the customer service to support the development.
The role is requiring the Team Leader to be responsible for daily work allocation:
· Managing the day-to-day workloads of telephone operators, ensuring tasks are allocated fairly and to ensure satisfactory completion of duties within deadlines.
· To ensure a ‘seamless’ emergency response service is provided, through effective teamwork, attention to detail and work management.
· Monitoring performance of staff including setting targets, managing attendance and time-keeping, and completing regular personal development reviews and structured appraisals. Determine development needs of staff and source training, where required.
· Overseeing the smooth running of all telecommunications response systems in accordance with TSA standards to ensure performance targets are met.
· Ensuring the Control Centre is always presented in a professional and corporate manner.
· Establishment of excellent interpersonal relationships with customers, employees and other outside agencies.
· To deal with and resolve customer enquiries, including responsibility for ensuring that further actions are taken or requested as appropriate. Learn from issues and feed lessons into process for continuous improvement.
· Management of staff intranet ensuring staff are kept up to date with all operational procedures and briefings.
Therefore candidates applying must have a minimum of two years experience in a management and experience in people line management. They must possess experience of working within a call centre and telephony systems. Including experience of providing contact centre services to the public. The client is looking for candidates who display excellent oral and written communication skills and excellent customer service. Have a thorough working knowledge of all Microsoft Office Suite, in particular Excel. They are looking for candidates who are passionate about customer service, the ability to make decisions and the ability to thrive under pressure in a busy and demanding environment.
Please note the post is subject to an enhanced CRB check and suitable references. If you believe you have the skills suitable for this position please apply below. If you do not hear back within 48 hours you have not been successful.
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