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Call Centre Team Leader
Potters Bar
Monday - Friday
(Apply online only)
30-32K
To assist and maintain specific service and maintenance contract within the calll centre. You will be requried to manage a small team of administrators and work closely with your contracts manager. You will be required to provide support where needed within the internal teams ensuring tasks are carried out as per the KPI's and SLA requirements.
Contract and Operational Duties
1. To manage the client's expectations for each individual contract's service level agreement
under your supervision.
2.To manage the compliance figures across your assigned contracts and to provide the
compliancy team with bespoke reports so that compliancy figures are kept to a minimum.
3. To ensure monthly service runs are planned across assigned contracts.
4. To oversee that correct compliancy procedures are followed for your specific contracts
and that servicing appointments are planned accordingly.
5. To escalate any complaints to Complaints Coordinator and assist with investigations
6. To deal with any client queries/issues in a timely manner and as and when required
7. To liaise and deal with any engineers queries as and when required.
8. To carry out weekly meetings with individual teams, if required
9. To oversee the allocation and organisation of the work for your engineers and technicians
10. To enter and update any relevant data onto the company's computer system
11. To check and process sub-contractors invoices and timesheets for payment
12. To investigate repeat visits and process accordingly informing relevant personnel.
