Contact Centre Team Leader

  • Location
    Worcester, Worcestershire
  • Salary
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

You will ensure that Coordinators are proficient, targeted and motivated in their daily duties. You will monitor an efficient and effective, friendly and courteous customer service department, ensuring that high levels of customer service are consistently delivered.

Key Tasks and Responsibilities

  • Ensuring that the Contact Centre is resourced and that shift patterns are created and allocated appropriately.

  • Responsible for providing an effective and detailed handover to an incoming Team Leader

  • Assigning clear ownership to any identified tasks.

  • Effective leadership of Contact Centre staff including staff recruitment and retention, management and development of staff and encouraging the continuous improvement of the service.

  • Taking calls on behalf of the Contact Centre staff when the nature of the call has become more sensitive and requires intervention from a senior member of the team.

  • Managing the team's daily operations, developing and training team members to acquire, maintain and build competencies. Including call listening and coaching Coordinators on areas of improvement

  • Provide support in dealing with complaints and take ownership for carrying out investigations, reporting back to service users, internal staff or third parties as needed.

  • Responsible through the team for ensuring that all call actions have been scheduled by the Contact Centre team and appropriate Service Centre staff engaged, within the contracted time frames.

  • Monitoring and driving individual and team performance, against a set of key performance indicators (KPIs).

  • Implementation of Customer and Employee Surveys to measure performance and the development of action plans for agreement with the Contact Centre Manager, to address issues and close gaps identified.

  • Preparing reports for your Line Manager on performance against these KPIs.

  • Responsible for understanding existing and implementing new contact centre technologies.

Person Specification

� Minimum 3 years previous management experience within a customer service/contact centre environment.

  • Must be able to demonstrate abilities in administration, order processing and scheduling of workloads in a similar role ideally within the Healthcare sector.

  • Demonstrable Team Leader skills - i.e. coaching, delegating and managing performance through reporting, regular reviews etc.

  • Demonstrable experience of leading a team in a complex service delivery environment, managing multiple stakeholders to deliver an end user service in line with framework agreement.

  • Accustomed to being accountable and responsible for the team's performance and KPI's including report preparation and ownership where required.

� Excellent telephone manner with the ability to quickly understand and adapt to service user needs and communicate in a caring and respectful manner.

� Strong organisational skills with an administrative background in detailed process and record keeping.

  • Excellent communication skills are required to interact with internal staff, prescribers, Service Users and Senior Managers.

  • Must be able to work off your own initiative as well as part of a team.

� Computer literacy with a good working knowledge of Microsoft Office is essential.

� Previous experience of using other in-house systems would be highly advantageous.

� Excellent organisational skills with a good eye for detail.

� Good understanding of basic HR guidelines.

If this role is of interest to you and you would like to know more, please contact Nick at Adecco Worcester today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Please apply with your CV to: Nicholas Badger