Call Centre Team Leader

  • Building Services
  • 29/04/2021
  • 27/05/2021
  • 25000
  • 28000
  • GBP
  • Annually
  • Permanent
  • London

Job Details

Location: North London

Reporting to: Customer Services Manager

Department: Call Centre


  • Responsible to assist in the daily running and management of our Call Centre through the effective use of resources.
  • To monitor customer service targets as well as planning areas of improvement or development.
  • To ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
  • To ensure business needs are met whilst maintaining a high level of customer satisfaction.
  • Responsible for monitoring and managing, inbound calls received from clients, e.g. queries, requests, orders and complaints; Outbound calls to contact residents with the aim to book services, Engineer works & to gain customer feedback
  • Where necessary allocating specialist sub-contractors, giving response, completion and access details, and other relevant information, to ensure compliance with Client requirements
  • Setting and meeting performance targets for speed, efficiency and quality
  • Provide cover and assist in managing the daily running of the Call Centre
  • Liaising with supervisors, team leaders, operatives and third parties to gather information
  • Monitoring random calls to improve quality, minimise errors and track operative performance
  • Reviewing the performance of Call Centre staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the Centre and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organising staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff
  • Manage staff holidays and absences
  • Improving performance by raising efficiency and suggesting new sources, such as equipment to enable this, e.g. new dialling products
The ideal candidate will
  • Have the ability to plan and prioritise, resolve issues and meet targets and deadlines
  • Have the ability to organise other people’s work and motivate them
  • Have good written and verbal communication skills
  • Have Leadership skills
  • Be able to demonstrate excellent customer care skills
  • Have previous experience in a similar role
  • Have a full UK driving licence
Essential Qualifications/Skills
  • GCSES or equivalent/relevant experience
  • Excellent IT Skills
  • Good knowledge of Microsoft Excel/spreadsheet
  • £25,000 - £28,000 per annum dependant on experience
  • 21 days holiday increasing by 1 extra day every 2 years up to a maximum of 25 days, plus statutory days
  • Pension scheme – Auto enrolment
  • Life Insurance
  • Employee Assistance Programme
  • Employee Referral Scheme
  • Staff Discounts
  • 3-month probationary period
  • 37.5 hours per week, Monday to Friday with 1-hour unpaid lunch. Hours are on a rota basis and will either be 8am - 4:30pm, 9am - 5:30pm or 9:30am - 6pm


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