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PC3481

Contact Centre Team Leader

Type: Permanent
Location: Belfast
Salary: See description

On behalf of our client, a household name and leading provider in the commercial and domestic markets, we have an exciting new opportunity for an experienced Customer Service professional to join their Belfast based team as a Team Leader.

This is a full time, permanent job opportunity with a growing organisation and team. Reporting to the Service Delivery Supervisor, Service Deliver Team Leader will be responsible for leading the day-to-day coordination of the Contact Centre and Customer Service Dispatch activity in respect of service delivery, whilst continuing to fulfil a core activity within the team.

The Team leader will work flexible hours between 8.30am and 7.00pm Monday to Thursday and between 8.30am and 4.30pm on Fridays, usually working no more than 37 hours per week. There is no weekend work involved with this role.

Duties include:

1.Ensure that all inbound and outbound communications are processed in compliance within standards of service.

2.Maintain a productive partnership with department managers, external stakeholders, gas suppliers, contractors and other associated utility service providers.

3.Proactively identify opportunities for improving service delivery, staff development and administrative working practices to reduce the number of complaints and operating costs.

4.Lead and motivate a team of advisors to handle a variety of administrative tasks and incoming telephone calls providing an efficient and effective service to existing and potential customers

5.To act as a mentor to the Contact Centre team by sharing experiences and expertise to improve productivity and customer experience.

6.Track and monitor call and work volumes to ensure KPI’s are being achieved.

The post holder can expect a starting salary of around £21000 which will be reviewed after 6 months as well as a bonus structure of 6-9% of your annual salary. There is also a fantastic range of benefits in this long standing organisation:

Benefits include:

v Contributory pension scheme with enhanced employer contribution for qualifying staff

v Free life assurance

v Interest free gas installation staff loan

v Enhanced maternity pay for qualifying staff

v Enhanced sick pay for qualifying staff

v Give as you Earn scheme

v 20 days annual leave and 11 bank holidays

v Up to an additional 5 days for length of service.

v Further education policy

v Dedicates health and wellbeing programme

v Employee assistance program

You will need:

·At least 5 GCSE’s including Maths & English. Minimum Experience

·At least 3 years’ experience of working in a Contact Centre role which includes handling customer complaints.

·It would be desirable for the ideal candidate to have at least one year’s experience of successfully supervising or leading people and their performance.

·Good time management and the ability to prioritise workloads to meet challenging deadlines.

·Excellent working knowledge of Microsoft Office products, particularly Microsoft Excel and Word.

·An ability to develop good relationships with customers, contractors, suppliers and colleagues.

·Excellent communication skills, both verbal and written, to converse with internal and external enquiries.

Further details are available to applicants. To express an interest please send your CV to Patricia in by clicking on the link. All applications will be treated in the strictest confidence.

 

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

Please ensure your CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details.

Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer.

Key Skills

Apple Recruitment

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Apple Recruitment

References

We regularly use Apple Recruitment for temporary and permanent staff. Their consultants have taken time to understand the needs of our business and send us high calibre, job criteria specific candidates, saving us considerable time.

They are a pleasure to deal with, both professional and efficient. To date we have experienced a high success rate with the candidates supplied by them. I would have no hesitation recommending Apple Recruitment to both candidates and other businesses.

Recruitment Executive, N.G.O


Apple offer a prompt efficient service, they provide NIAS with all grades of staff and the staff concerned are always of a high standard and meet the requirements of the post. I always find the staff at Apple Recruitment Agency deal with any requirements The Trust may have in an extremely professional manner.

HR Advisor, NIAS

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