At a Glance
- Tasks: Lead a dynamic team in delivering exceptional out-of-hours customer service.
- Company: Join Stannah, a supportive and inclusive employer in Dartford.
- Benefits: Enjoy competitive salary, profit share, 25 days holiday, and health perks.
- Other info: Be part of a diverse community that values every employee.
- Why this job: Make a real impact by supporting customers and leading a dedicated team.
- Qualifications: Experience in team management and customer service is essential.
The predicted salary is between 22950 - 28050 £ per year.
Stannah have an exciting opportunity for a Contact Centre Team Leader to join the out of hours team based in Dartford. Candidates must live within a commutable distance of our Dartford Office.
As the Contact Centre Team Leader, you will work 30 hours per week outside of our core Monday to Friday operating hours, helping to provide business support 24 hours a day, 7 days a week. This will include evening, night and weekend shifts. Bank holidays are shared between the team leaders on a rota basis.
This job will involve managing a small team that plays a crucial role in supporting our extensive network of Service Branches in delivering exceptional service to our valued customers outside of regular working hours. This involves resolving technical queries (or escalating to our service/repair engineers), sales enquiries and general administration tasks.
The Out of Hours service delivery is part of our National Service Branch Teams enabling 24 hour, 7 days a week support.
This is a great opportunity for a Contact Centre Team Leader with a proven track record in a similar business environment, where you have successfully managed a contact centre team supporting field teams and customers. Your exceptional interpersonal skills and ability to adapt to various situations will be key in fostering positive relationships and driving team performance.
Out of Hours Contact Centre Team Leader Responsibilities:
- Support the team to deliver a service professionally with pride.
- Overall management of the team, monitoring attendance and performance.
- Carry out regular reviews, and identify areas for training and development.
- Maintain communication with customers and resolve complaints.
- Ensure activities are scheduled to ensure services are delivered effectively.
- Attend regular meetings.
Qualifications Out of Hours Contact Centre Team Leader Requirements:
- Previous experience managing a team in a similar environment is essential.
- NVQ 3 in Management or equivalent is desirable.
- NVQ 3 in Customer Service or equivalent is desirable.
Benefits Include:
- Market Aligned Salary, paid on a monthly basis.
- Profit Share Bonus Scheme, paid to all employees every quarter, based on Group Company profits.
- 25 days holiday, plus bank holidays.
- Holiday scheme to buy extra days’ annual leave.
- Pension Scheme. Matched contribution/salary sacrifice.
- SimplyHealth Cash Plan. Allows you to claim towards health costs.
- Life Assurance Scheme.
- Long Service award scheme, with holiday benefit.
- Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more.
- Employee Assistance Programme. A workplace initiative to support and enhance well-being.
- Enhanced maternity and paternity provision.
- Free parking.
Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities. We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect. Our employees are the heart of our business. We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!
We reserve the right to close this vacancy early if we receive high numbers of applications for the role. Appropriate right to work must be held by applicants. Sponsorship is not available.
Out of Hours Contact Centre Team Leader in Dagenham employer: Stannah Management Services
Stannah is an exceptional employer, offering a supportive work culture that prioritises employee well-being and growth. With a competitive salary package, profit-sharing bonuses, and a range of benefits including a generous holiday scheme and health cash plan, employees can thrive both personally and professionally while working in the beautiful Essex area. Join us to be part of a diverse team where your contributions are valued and recognised.
Contact Details:
Stannah Management Services Recruitment Team
