At a Glance
- Tasks: Lead a team of Customer Advisors to deliver top-notch customer service daily.
- Company: Join Ongo, a company dedicated to exceptional customer experience and community support.
- Benefits: Enjoy a competitive salary, generous holiday, health care scheme, and professional development opportunities.
- Other info: We embrace diversity and welcome applicants from all backgrounds; support is available throughout the application process.
- Why this job: Be part of a collaborative culture that values your input and fosters personal growth.
- Qualifications: Experience in managing teams and customer service, with strong communication and problem-solving skills required.
Considering making an application for this job Check all the details in this job description, and then click on Apply.
Team: Contact Centre Team
Service: Customer Experience
Responsible to: Contact Centre Manager
Job Summary
The Contact Centre Team Leader is responsible for leading and inspiring a team of Customer Advisors to deliver exceptional customer experience. This role involves overseeing daily operations of a contact centre, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery. The Team Leader will act as a mentor and coach, fostering a positive and collaborative team environment while aligning team goals with the company\'s strategic objectives.
We offer all our employees a great package of benefits too, including:
Competitive salary £39,808.79 which is bench marked against other employers
Enrolment onour Aviva pension scheme (9.5% employer contribution)
30 days holiday (plus extra days off for Bank Holidays/Birthdays)
Health care scheme
Enhanced maternity/paternity pay
Continual professional development including management development.
A dedicated health and wellbeing programme (access to a variety of support and free benefits)
Time out of work to carry out volunteer opportunities
Main Responsibilities
To manage a team of Customer Advisors, Customer Service Assistants and Apprentices in the delivery of quality front line services.
To ensure the contact centre functions are appropriately resourced to deliver core hours requirements.
To deliver essential user training relating to the development of the corporate CRM system and service area specific knowledge.
Collate and analyse data relating to contact centre functions, implementing appropriate actions to achieve agreed targets and deliver excellent performance across the Contact Centre
Collaborate with teams across Ongo to ensure contact centre processes support resolution of customer enquiries at first point of contact.
To maintain and develop scripting tools and process maps to ensure the Customer Advisors have the tools to carry out their duties.
To manage the Reception and Contact Centre face to face operations in line with current health and safety guidance.
To provide in the moment escalation support and supervision for Customer Advisors
Be flexible in your approach and be prepared to crisis manage the phone lines and contact platforms in time of high demand.
Manage recruitment tasks for the contact centre to ensure continuous services for our customers.
To keep up to date with current social housing regulation and legislation and deliver appropriate guidance to the customer advisors.
The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
Skills, Competence, Experience Required
Proven experience of leading and managing teams dealing with customer facing services
Have experience working with CRM systems and Omni channel contact centre technology
Strong communication skills, both written and verbal with ability to oversee sensitive and complex enquiries professionally
Strong problem-solving skills and attention to detail.
Ability to work independently and collaboratively across teams.
Demonstrate resilience and the ability to adapt to changing demands.
Ability to deal with and resolve conflict.
Social housing experience and knowledge of the core landlord functions and regulations.
Knowledge of current Housing Regulation and Legislation
Have experience handling and effectively resolving complaints.
Have the ability to interpret performance data and drive service improvements.
Excellent organisational and time management skills, with the ability to prioritise multiple
Will hold or be willing to work towards relevant housing professional qualifications.
CLOSING DATE FOR APPLICATIONS NOON FRIDAY 12 SEPTEMBER
INTERVIEWS WILL BE HELD WEEK COMMENCING 22 SEPTEMBER
We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist
Contact Centre Team Leader in Scunthorpe employer: Ongo Recruitment
At Ongo, we pride ourselves on being an exceptional employer, offering a competitive salary and a comprehensive benefits package that includes generous holiday allowances and a robust pension scheme. Our work culture is centred around collaboration and continuous professional development, ensuring that our employees not only thrive in their roles but also have ample opportunities for growth and advancement. Located in a supportive environment, we encourage our team leaders to inspire their colleagues while making a meaningful impact in the community through volunteer opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Leader in Scunthorpe
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ongo Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ongo Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Leader in Scunthorpe
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ongo Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Ongo Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ongo Recruitment!
How to prepare for a job interview at Ongo Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
