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- 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 in Glasgow employer: City Building
Contact Detail:
City Building Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Lead in Glasgow
✨Tip Number 1
Get to know the company! Research City Building and its values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their mission.
✨Tip Number 2
Practice your communication skills. As a Contact Centre Lead, you'll need to be a pro at handling calls and managing customer issues. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Network like a champ! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the role and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the City Building team.
We think you need these skills to ace Contact Centre Lead in Glasgow
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 we are at StudySmarter.
Show Off Your Interpersonal Skills: In your application, don’t forget to showcase your excellent interpersonal skills. We’re all about effective communication here, so share examples of how you’ve successfully handled customer interactions or resolved complaints 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 the Company Inside Out
Before your interview, take some time to research City Building. Understand their values, recent achievements, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Contact Centre Lead, you'll need to demonstrate excellent interpersonal skills. Prepare examples from your past experiences where you've successfully handled customer complaints or high-pressure situations. This will highlight your ability to remain calm and empathetic.
✨Familiarise Yourself with the Servitor System
Since you'll be overseeing call handling and managing repairs through the Servitor system, it’s beneficial to have a basic understanding of how it works. If possible, look for online resources or tutorials that can give you a head start.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, or how success is measured in this role. This shows that you're not just interested in the job, but also in how you can grow within the company.