Contact Centre Team Leader

Job Title: Contact Centre Team Leader

Team: Contact Centre Team

Service: Customer Experience

Responsible to: Contact Centre Manager

Job Summary

The Contact Centre Team Leader is responsible for leading and inspiring a team of Customer Advisors to deliver exceptional customer experience. This role involves overseeing daily operations of a contact centre, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery. The Team Leader will act as a mentor and coach, fostering a positive and collaborative team environment while aligning team goals with the company's strategic objectives.

We offer all our employees a great package of benefits too, including:

• Competitive salary £39,808.79 which is bench marked against other employers
• Enrolment onour Aviva pension scheme (9.5% employer contribution)
• 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
• Health care scheme
• Enhanced maternity/paternity pay
• Continual professional development including management development.
• A dedicated health and wellbeing programme (access to a variety of support and free benefits)
• Time out of work to carry out volunteer opportunities

Main Responsibilities

 
To manage a team of Customer Advisors, Customer Service Assistants and Apprentices in the delivery of quality front line services.
 
To ensure the contact centre functions are appropriately resourced to deliver core hours requirements.
 
To deliver essential user training relating to the development of the corporate CRM system and service area specific knowledge.
 
Collate and analyse data relating to contact centre functions, implementing appropriate actions to achieve agreed targets and deliver excellent performance across the Contact Centre
 
Collaborate with teams across Ongo to ensure contact centre processes support resolution of customer enquiries at first point of contact.
 
To maintain and develop scripting tools and process maps to ensure the Customer Advisors have the tools to carry out their duties.
 
To manage the Reception and Contact Centre face to face operations in line with current health and safety guidance.
 
To provide in the moment escalation support and supervision for Customer Advisors
 
Be flexible in your approach and be prepared to crisis manage the phone lines and contact platforms in time of high demand.
 
Manage recruitment tasks for the contact centre to ensure continuous services for our customers.
 
To keep up to date with current social housing regulation and legislation and deliver appropriate guidance to the customer advisors.
 
The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
 
 

Skills, Competence, Experience Required

• Proven experience of leading and managing teams dealing with customer facing services
• Have experience working with CRM systems and Omni channel contact centre technology
• Strong communication skills, both written and verbal with ability to oversee sensitive and complex enquiries professionally
• Strong problem-solving skills and attention to detail.
• Ability to work independently and collaboratively across teams.
• Demonstrate resilience and the ability to adapt to changing demands.
• Ability to deal with and resolve conflict.
• Social housing experience and knowledge of the core landlord functions and regulations.
• Knowledge of current Housing Regulation and Legislation
• Have experience handling and effectively resolving complaints.
• Have the ability to interpret performance data and drive service improvements.
• Excellent organisational and time management skills, with the ability to prioritise multiple
• Will hold or be willing to work towards relevant housing professional qualifications.

CLOSING DATE FOR APPLICATIONS NOON FRIDAY 12 SEPTEMBER
INTERVIEWS WILL BE HELD WEEK COMMENCING 22 SEPTEMBER

We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist