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Contact Centre Team Leaders

Job Type: Permanent Salary Range: £20,000 - £25,000 Salary: £24,442 Location: Dereham
Industry: Commercial Commercial Category: Call Centre
Reference: CCTLDer Closing Date: 31/07/2019

Job Description

Working alongside the other team leaders you will be supervising and leading the provision of a high quality telecare and telephone response service. You will be able to deputise for the Operations Manager, show flexibility and a willingness to work shifts.

Duties include but are not limited to:-
Providing consistent quality supervision and leadership of shifts in the Contact Centre.
Allocate tasks to team members and supervise the team's delivery of tasks.
Ensure shifts have adequate and appropriate staffing.
Train new and existing contact centre staff on effective and appropriate call handling.
Liaise with social workers, members of the primary care team, carers, emergency services etc. to ensure that the service provided is coordinated with the care and support provided by other agencies.
Provide performance statistics and other management information to clients as directed by the Head of Contact Centre.
Advise management immediately of any problems or difficulties experienced with any aspect of system operation or procedure.

Hours: The Contact Centre operates between 6 am and 10 pm. Rota pattern is a 3 week cycle working combinations of 6 am - 2 pm and 2 pm to 10 pm shifts, with every third weekend off.

Salary: Starting basic £23,121 + shift enhancement of £1,321 p/a.

Increased after 6 months and again at 12 months.



Candidate Specification

A background in a care related sector along with experience of working in a Contact Centre environment is desirable. However Team Leaders from other backgrounds such as Customer Services and Retail will be considered.

Candidates must have strong leadership skills.

Candidates must be able to work the given shift patterns.


Contact Details


Contact Name: Su Harvey Phone: 01603 761717 Email: su@personnelpeople.co.uk