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
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and contact centre management. Being knowledgeable about current best practices will not only help you during interviews but also demonstrate your commitment to continuous improvement.
✨Tip Number 2
Network with professionals in the social housing sector. Attend relevant events or join online forums to connect with others who can provide insights into the role and potentially refer you to opportunities within their organisations.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams in high-pressure environments. Highlight your problem-solving skills and ability to manage conflicts, as these are crucial for a Contact Centre Team Leader.
✨Tip Number 4
Research StudySmarter's values and mission. Understanding our culture and how it aligns with your own will help you articulate why you're a great fit for the team during the interview process.
We think you need these skills to ace Contact Centre Team Leader in Scunthorpe
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the responsibilities and skills required for the Contact Centre Team Leader position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience:In your CV and cover letter, emphasise your proven experience in leading teams and managing customer-facing services. Provide specific examples of how you've successfully handled similar roles or challenges.
Showcase Communication Skills:Since strong communication skills are essential for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've managed sensitive enquiries.
Demonstrate Problem-Solving Abilities:Include instances where you've successfully resolved conflicts or improved service delivery. This will showcase your problem-solving skills and attention to detail, which are crucial for the Contact Centre Team Leader position.
How to prepare for a job interview at Ongo Recruitment
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your mentoring and coaching experiences.
✨Familiarise Yourself with CRM Systems
Since the role involves working with CRM systems, make sure you understand how they function. Be ready to discuss your experience with these systems and how you've used them to improve customer service in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle conflict. Think of specific situations where you've resolved customer complaints or improved service delivery, and be prepared to explain your thought process.
✨Understand Housing Regulations
Knowledge of current housing regulations is crucial for this role. Brush up on relevant legislation and be prepared to discuss how it impacts customer service in the social housing sector during your interview.
