Contact Centre Team Leader - Out Of Hours
Here at MTVH we are constantly changing, developing and improving the lives and environments for our customers. We value our people and the contributions they make to help us to achieve our priorities
We are looking for a team leader to oversee the contact centre across all shifts between 20:00 - 08:00. You will be responsible for leading a customer facing team to deliver against a challenging set of objectives in order to provide a high quality Out Of Hours service to our customers. You will have accurate diagnostic skills, the ability to provide customer satisfaction whilst maximising efficiency.
What you will be doing:
-Providing clear leadership and direction to all direct reports to ensure they delivers against challenging targets.
-Be people focused by taking pride in your staff and seeking to develop and improve the existing skills within your team.
-Proactively look for ways to improve our processes and services which will benefit both the business and the customer.
-Ensuring business standards associated with core business disciplines are adhered to.
-Taking ownership of issues and see them through to resolution.
-Ensuring the OOH staff are integrated to the culture of MTVH and are recognised as an important part of the Contact Centre whatever their working hours.
-Work collaboratively with colleagues in other teams to improve service effectiveness.
-Work cross functionally to achieve targets and standards by joint working with other service areas.
-Able to motivate your work force and promote high levels of employee engagement.
-Recruit, induct, develop and manage the performance of staff to ensure a cohesive, high performing team, providing a consistent service whilst achieving performance targets and service standards.
-Promote and embed a coaching environment that encourages solution orientation, innovation and creativity.
-Maximise use of technology to improve service provided to customers and increase efficiency.
-Ensuring effective arrangements in place for emergency out of hour`s service.
-Ensuring the output of the team is maximised through the completion of Admin tasks in line with agent and team objectives.
-Ensuring a coaching culture is created to encourage learning and the sharing of best practice within your team.
-Contribuinge to projects and determining, implementation and embedding change.
-Perform other duties as may be reasonably required by your line manager.
Essential skills and experience you need:
-Proven experience of managing a high performing team to meet challenging targets within a busy Contact Centre environment.
-Proven experience of leading a team successfully through periods of significant change.
-Strong communication skills with the ability to engage with people at all levels.
-Proven ability of successful performance management outcomes, holding challenging conversations with your team and delivering difficult messages in a professional manner.
-An ability to understand and retain large amounts of Repairs and Housing knowledge.
-Ability to work through night/weekend shifts as your core working hours.
Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.
How we reward you:
Our staff are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
-A unique benefits package that can be adapted to suit each individual.
-The opportunity to choose from a wide variety of benefits which includes options around Health and Wellbeing Programme.
-Discounts with multiple retailers and many more.
-An impressive Pension Scheme.
-28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days!
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.
"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations."