Team Leader Corporate Contact Centre (Interim)
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| Job Type | Fix Term |
| Location | Northwest London |
| Area | London, England |
| Sector | Customer ServiceManagementManagement - Business Improvement Lead Project Manager |
| Salary | £22.80 per hour – Inside IR35 |
| Start Date | Immediate Start |
| Telephone | 02088635271 |
| Job Ref | DBR04521 |
- Description
- Our client in Northwest London is recruiting a Team Leader for Corporate Contact Centre (Interim)– To support the Contact Centre Manager in securing the department's continuous development, improvement, efficiency and success. Work will involve interpreting and assessing customer needs, identifying trends, generating original ideas, and responding quickly and effectively to operational issues and requirements:
Responsibilities:
Working in collaboration with other service areas and departments on behalf of whom the post holder is responsible for meeting customer service needs within agreed service targets and performance indicators. Day-to-day operational responsibility for the delivery of a comprehensive "front door" customer service function covering a diverse range of enquiry types delivered through phone, email, web chat and social media channels:
Qualification – Essential
· GCSE/O Level, 5 GCSE including English & maths
· Educated to Degree level or equivalent experience
· Knowledge of Dynamics and Northgate systems
· Advanced – Microsoft Office, Word, Excel, Outlook, social media and CRM.
Skills, Abilities & Experience – Essential
· The successful candidate will require housing benefit legislation, council tax and benefits
knowledge and experience.
· Knowledge of Dynamics and Northgate systems and experience would be beneficial;
however, training will be provided.
· Knowledge of leading a front-line team dealing with members of the public on every call.
· Ability to provide clear, confident and effective leadership in a highly pressurised
environment by motivating teams to maximise their performance, delegating effectively
where appropriate, coaching, conducting constructive performance appraisals, and
addressing training needs.
· Able to address underperformance, attendance and inappropriate behaviours by effectively
utilising policies, including Attendance and Capability.
· Ability to respond to and act appropriately and immediately to unforeseen circumstances,
· Skilled at diffusing situations and the ability to identify practical solutions and make sound
judgements and decisions
· Ability to take responsibility for own activities, decisions and outcomes, and for those of your
staff and to manage resources and workloads effectively and consistently meet deadlines
· Flexibility on days attended for meetings etc., or provide extra days where required, Full
time in the office whilst training will be required.
· Experience in management or leadership in this department.
· Customer-focused with a commitment to service improvement, equality, diversity and
inclusion.
· Ability to provide a robust but professional and sensitive service to customers and
stakeholders.
· A decisive role model who demonstrates a personal commitment to high standards of
public service, honesty, integrity and professionalism.
· Ability to cope effectively and remain calm in times of crisis.
· Ability to collate, present and analyse numeric data and to evaluate and interpret complex
legislation and information.
· Effective Communication
· Effective interpersonal, communication, negotiation and influencing skills
Essential Compliance Requirements
· Three Years of Reference
· A pre-engagement screening is mandatory for this role
Diamond Blaque is an Equal Opportunities Employer
Diamond Blaque is acting as an Employment Agency for this vacancy.
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