Deputy Team Leader in Wideopen

We now have an excellent opportunity for a Deputy Team Leader to join our Contact Centre Team in Dartford. This role provides support to our Team Leaders in ensuring that repairs are raised and scheduled efficiently. This position is currently open to internal applications only and will be offered on an initial secondment basis. The position will be based in the Dartford office with hybrid working available.

Our Contact Centre team provides customer service care to customers using our repairs and maintenance services, providing an excellent customer experience on every call. At the front line of our business, this team takes inbound calls from our customers reporting repairs and arranges for our in-house team of engineers to complete the repair. The main responsibility as Deputy Team Leader will be supporting the Team Leader in ensuring that repairs are raised and scheduled efficiently in order to maximise operative and sub-contractor utilisation, whilst delivering excellent customer service. This will involve supporting and motivating the CSOs and Scheduling team to deliver an effective service; ensuring SLAs and Contractual KPIs are met or exceeded and that the team are completing actions daily from the QA Reports.

Other Key Responsibilities:

• Monitor quality, ensuring our reporting systems are fully up to date and auditable and that the correct procedures have been followed.
• Maintain daily issues log and liaise with Supervisors on a day-to-day basis to eliminate any issues that may lead to repairs running over deadline.
• Monitor the performance dashboard to ensure the schedulers are achieving their utilisation targets and taking appropriate and timely action where targets may be missed.
• Monitor the WIP to ensure contractual KPIs are achieved and minimal (preferably no) financial penalties are incurred.
• Compile and distribute agreed weekly and monthly reports to the Performance Team/Operational Teams.
• Provide cover and training for Scheduling team and Team Leader if necessary and also for weekly meetings for all required contracts.
• Effectively resolve complaint calls that are received in relation to the Contact Centre and a review of lessons learned is undertaken and communicated to the team to ensure continuous improvement.
• Assisting in the recruitment process of new Schedulers and CSOs as required.

Working hours are 41 per week, consisting of three days per week working 8am-5pm and two days per week working 8am-5.30pm. A rota will be in place and the days of the week in office and at home will vary. Other working patterns may also be considered, please do indicate any alternative working pattern with your application for consideration.

Experience Required:

• Previous experience within a customer service or service-led environment.
• Strong diagnostic and problem-solving skills, able to act as point of escalation for repairs queries.
• A customer service or scheduling background with understanding of compliance (ie. KPIs and SLAs) and SOR codes desirable.
• Good attention to detail and the ability to work effectively in a fast-paced environment.
• The ability to communicate with stakeholders at all levels internally and externally and to address difficult and sensitive situations.
• Computer literate with good knowledge of Microsoft Office (Word, Excel and Outlook).

As a well-established, progressive company we are committed to attracting and retaining individuals by offering an excellent benefits package that includes a wide range of core and voluntary benefits. Rydon is an equal opportunities employer and promotes diversity in employment. Successful candidates will be selected solely on their ability to carry out the duties of the post.