At a Glance
- Tasks: Lead a team of call advisors and manage customer repair requests.
- Company: City Building, a leader in construction and maintenance with a focus on community.
- Benefits: Competitive salary, excellent leave, pension fund, and wellbeing initiatives.
- Other info: Join a supportive environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in call handling and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
Hours: 35 Hours
Division: Contact Centre
Contract: Fixed term for up to 6 months
City Building provides a range of repairs and maintenance, manufacturing, construction and refurbishment activities for Glasgow City Council and Wheatley Housing Group’s citizens and customers as well as other public, private and third sector organisations. City Building operates both the largest construction craft apprenticeship programme in Scotland, and Royal Strathclyde Blindcraft Industries (RSBi), one of the largest supported manufacturing businesses in Europe, around 200 people, more than 50% of whom have a disability. Our accreditations include ISO45001, ISO 14001 and ISO 9001:2015. We are current recipients of a Queen’s Award for Enterprise Promoting Opportunity and Investors in Young People Platinum award. Both these accolades recognise our focus on investing in and growing a skilled staff base.
As a City Building employee, you’ll enjoy a competitive salary, excellent annual leave, and access to the Strathclyde Pension Fund. You will also benefit from wellbeing initiatives and discounted gym membership, supporting a positive and healthy work life balance.
About the Role
The Contact Centre Lead is an integral member of the Contact Centre. This role involves leading and supporting a team of call advisors, with responsibility for overseeing call handling and raising repairs in our Servitor system for all Housing Association clients, GCC departments, other ALEOs, and stair and back-court lighting repairs and enquiries. As the Contact Centre Lead, you will liaise with frontline repair operatives to manage no-access visits and will accurately record these details onto the Servitor system. You will effectively communicate with tenants and Housing Associations to ensure repairs are re-scheduled at a time suitable for the customer and the nature of the repair. You will be responsible for effectively diagnosing and categorising customer issues or emergencies and managing or escalating customer complaints as required. This position will require you to efficiently manage and monitor the Contact Centre Inbox, liaising with relevant teams and divisions across the organisation as appropriate.
What You Will Bring
The successful candidate will be an experienced Call Handler Operative with excellent interpersonal skills and the ability to communicate effectively with customers and colleagues. You will demonstrate a customer-focused approach, providing empathetic and calm assistance during high-pressure scenarios, ensuring a positive and supported customer experience. You will have knowledge of the repairs service and the systems in use, with a focus on achieving agreed service delivery targets. A strong attention to detail is important to ensure all repairs and maintenance details are accurately recorded.
Please refer to the Role Profile for further details on the role.
Contact Centre Lead employer: City Building
City Building is an exceptional employer, renowned for its commitment to employee development and community impact. With a focus on inclusivity, as evidenced by our significant support for individuals with disabilities, we offer a dynamic work environment that prioritises wellbeing through competitive salaries, generous leave, and health initiatives. Join us in Glasgow, where you can grow your career while making a meaningful difference in the lives of our citizens and customers.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Lead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Contact Centre Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for leadership roles in contact centres and practice your responses. We want you to shine when discussing your experience with call handling and customer service.
✨Tip Number 3
Show off your skills! If you have any relevant certifications or training, make sure to mention them during interviews. Highlight your knowledge of repairs services and systems to demonstrate you're the perfect fit for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, don’t hesitate – get your application in today!
We think you need these skills to ace Contact Centre Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contact Centre Lead role. Highlight your experience in call handling and any leadership roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your customer-focused approach can benefit our team. Keep it friendly and professional, just like us!
Showcase Your Interpersonal Skills:In your application, don’t forget to showcase your excellent interpersonal skills. We’re looking for someone who can communicate effectively with both customers and colleagues, so share examples of how you’ve done this in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at City Building
✨Know Your Stuff
Make sure you understand the role of a Contact Centre Lead inside out. Familiarise yourself with the Servitor system and the types of repairs and maintenance services City Building offers. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your People Skills
As this role involves leading a team and dealing with customers, be ready to demonstrate your interpersonal skills. Think of examples where you've successfully managed a team or resolved customer issues, especially in high-pressure situations. This will highlight your ability to maintain a calm and supportive environment.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare by thinking about how you would handle specific situations, like managing no-access visits or escalating customer complaints. Practising these responses will help you articulate your thought process clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
