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Contact Centre Team Leader

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Job Summary

Contract Type:
Permanent
Working Pattern:
Full time
Advert Start Date:
13/02/2018
Advert End Date:
27/02/2018 23:59
Salary:
£22,464 per annum
Hours per week:
37
Job Category:
Admin / Secretarial / Customer Services
Vacancy ID:
172145
Employment Location:
14 Ennis Square, Dormanstown, Redcar

Job details 

Closing date:
27 Feb


Supporting documents

 
Document Job description.pdf (155.35 KB)

Further information

Coast & Country are a leading housing and regeneration company, based in the Tees Valley. We provide over 10,000 homes across a variety of different tenures, from rental stock to shared ownership and outright market sale units. Coast & Country’s vision is ‘working together to make a difference’: with our customers, employees, volunteers and other stakeholders.

We offer excellent terms and conditions including a 10% employer contributory pension scheme, generous annual leave entitlement and flexible working, death in service insurance cover, local discounts and the chance to work and develop within a dynamic, friendly environment.

An exciting opportunity has arisen in our Customer Contact Centre which is the first point of contact for customer enquiries into the company. We are looking for an enthusiastic and motivated individual to join us as a Team Leader to support the operational delivery of excellent customer experiences.

We are developing a digital contact centre as an effective single point of contact for the company. The successful applicant will support the Contact Centre Manager in delivering the Digitalisation and Modernisation programme as part of the Customer Service strategy.

The successful candidate will have excellent communication skills, and be able to encourage and motivate the team to deliver excellent customer experiences whilst working towards individual and team targets.
The duties of the Team Leader include the following key areas of work:
• Oversee and direct day to day activity within the Contact Centre team
• Co-ordinate staffing levels, demonstrating people management skills
• Positively influence and engage the team to help improve performance and results
• Work independently organising and managing own workload.
• Identify training needs and support, coach and mentor the team to get the best out of them whilst fulfilling their potential
• Develop internal and external working relationships
• Support and collaborate with colleagues and be an escalation point for calls which require further investigation
• Investigate and respond to complaints identifying service delivery improvements

The Contact Centre operates between 8am to 6pm delivering services to our customers and a varying working pattern will be required.

For an informal discussion, or more information about this position please contact Nicola Dean, Contact Centre Manager 01642 771300 (Ext 1460)

We are not working with recruitment agencies on this vacancy. Please apply via the North East jobs website.

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