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Customer Service Team Leader Location - Glasgow Shift Pattern Monday to Friday 9am - 5pm Required to supervise, lead, and support the existing call centre team as well on-board new starts and carry out training. Manage the day-to-day operational aspects of the team and ensure effective and efficient running of the call centre. Ensure high levels of customer satisfaction are achieved. KEY RESPONSIBILITIES & ACCOUNT ABILITIES Coach & develop the skills & knowledge levels of team members Champion and enforce the adoption of business culture and values Carry out regular 1-2-1s, developing a culture where training and development are part of the team, identifying actions and working with staff to ensure skills and knowledge are developed effectively Be accountable for the effective use of company's work scheduling system Provide leadership, development and coaching of call centre staff Support the review of processes & ways of working to increase efficiency's and productive collaborative working (this may involve internal projects) Support the team Ensure quality monitoring of calls/stats are being carried out regularly Ensure regular training is being carried out on processes Carry out weekly/monthly client reports Carry out daily, weekly & monthly checks on spreadsheets (night shift reports, etc.) Pull open job reports and send to staff Monitor daily, weekly and monthly AMK reports Manage team in accordance with office etiquette / guidelines ensuring staff are ready to start work on time and log in / out times are in accordance with scheduled breaks etc. Deal with complaints from clients, tenant or customers Liaise with operation supervisors on manpower Be accountable and ensure all tasks are carried out efficiently by staff Deal with holidays requested by staff Carry out reviews Carry out return to work interviews and absence reviews when required Rapidly escalate any staffing issues or client issues to SDM Manage call centre shift Rota Ensure adequate cover when required whilst being mindful of costs of overtime etc. Involvement in the recruitment process to include reviewing CV's, arranging interviews, being part of the interview panel Be part of the standby out of hours team (on a rotational basis) Attend client meetings when required Ensure all company escalation processes and procedures are followed Ensure all disciplinary matters are dealt with in line with company practice and procedures Ensure all data protection, H&S and other legislative requirements are applied and enforced Ensure any equipment faults, system faults are reported timeously to avoid staff downtime If this Team Leader opportunity interests you apply ASAP for immediate consideration... Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Operations Assistant Manager Competitive salary based on experience Chessington Service Centre KT9 1HF Full time - 40 hours per week Job purpose: The Assistant Operations Manager is required to lead a proactive and effective team in delivering contractual requirements and delivering business improvements and efficiencies linked to agreed objectives. Support the Regional Manager in improving productivity, operational control, customer relationships and service levels. Work with other senior colleagues to develop business opportunities and plans to achieve and exceed these. Key responsibilities and accountabilities: Operational: Managing the overall operation ensuring agreed targets/objectives are achieved in line with business and customer requirements. Perform as the Senior Manager within the specified operation with decision-making authority commercially, financially, and operationally. Support the Regional Manager in developing effective control of agreed critical business outcomes. Utilise skill, knowledge, and experience to track, trend and anticipate financial challenges and lead on early implementation of solution strategies. Take responsibility and lead in implementation of new contractual requirements. Monitoring the key operational activities and generate and implement solutions for improvement where necessary. Establish and maintain appropriate systems for measuring necessary aspects of operational management and development. Identify best practices and ensure these are effectively communicated and implemented. Support and provide feedback for operational review meetings. Effective management of centre assets, including operational equipment, vehicles, stores, and security equipment. Ensure that maximum use is made of all IT systems in coordinating and supporting the organisation. People: In line with business goals - agree, monitor, and review objectives of operational team lead in the centre. Assist the Regional Manager in developing effectiveness of the business support team. Ensure employee development through training, coaching, and appraisal process. Maintain an environment of continuous improvement. Ensure staff turnover and absence levels are kept to a minimum by providing effective leadership and motivational guidance. Manage employee performance or conduct issues in compliance with the company disciplinary procedures. Foster an open and honest communication, together with clear engagement with team of business objectives and requirements. Develop a team-work approach for setting and achieving objectives and problem resolution. Financial: Effective and efficient management of centre funds to reduce costs, maximize rate of return and meet service requirements. Monitor activities in allocating resources to deliver services in the most efficient and cost-effective manner. Auditing monthly Management Information and preparing reports for senior management and contract partners. Customer: Ensure accurate and timely information for contact review meetings and any information requested by our customers. Participate in contractual and customer meetings and reviews as necessary to obtain and develop information and procedures to enhance the productivity of the operation. Ensure resolution and adherence to any agreed actions. Build strong relationships with suppliers and contract partners to ensure best price and optimum service is achieved. Compliance: Accountability for site's compliance to Company Health & Safety, GDPR, Quality and Environmental standards and ensure they are adhered to, and they are continuously improved. Ensure Company policies and procedures are adhered to, as well as ensuring there is compliance with legislative requirements and there is promotion of a fair and equitable workplace. Manage with accordance to disciplinary procedures when this does not occur. Accountabilities as described are not exhaustive and additional reasonable activities not listed may be expected as per managerial instruction - in line with capabilities and skill set. Due to the nature of the role, you will be fully responsible for the contract within your area. This may be subject to change in line with retention of existing contracts and the tendering and acquiring of new contracts. Skills and Qualifications: Proven leadership abilities, setting examples of desired behaviours and values, resolving conflicts, motivating, and developing others to achieve business objectives. Decision making skills - dealing with employees, management, or customers. The ability to make hard fast decisions that affect the company. Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit. Effective time management skills will be essential. Customer service experience and skills. The ability to work with minimal supervision