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Job Title: Contact Centre Team Leader Location: Ealing Hourly Rate: £26.89 Contract Length: 6 months Contract Type: Temporary Working Pattern: Full Time Responsibilities: Our client, a customer service-focused organisation, is seeking a Contact Centre Team Leader to join their team. This role will involve leading a front-facing customer service team that handles various service areas, including council tax, benefits, housing repairs, street, environmental issues, and other related service areas. As the Contact Centre Team Leader, you will be responsible for ensuring accurate information and service requests are offered to our client's contacts. Key Responsibilities: Manage a team of skilled officers who handle customer contacts and associated tasks. Lead and motivate the team through change, delivering a high-level service in line with our client's requirements. Monitor and analyse complaint reasons, draw conclusions, and implement remedial actions to improve overall customer satisfaction. Collaborate with colleagues across the management team to achieve our client's objectives. Ensure compliance with customer care, equal opportunities, information governance, data protection, and health and safety policies and procedures. Manage the team, individuals, and resources according to our client's policies and procedures and set budgets. Monitor and assess team and overall section performance targets and objectives. Analyse management information to ensure record integrity and individual performance. Keep the team's documentation, policies, and procedures up to date. Ensure staff are up to date with relevant legislation, standards, and service policies through appropriate training. Prepare an annual timetable of events that will impact the level of demand for your service area. Support the analysis and implementation of changes to contact methods and service delivery. Manage complex enquiries and investigations, working with colleagues from other service areas as needed. Produce clear written communication concerning complex matters for a range of audiences. Interpret complex government legislation and ensure policies and procedures meet legal guidelines. Identify and mitigate service risks on an individual and team level. Support the project management of corporate initiatives that impact on your service area. Build good working relationships across the organisation and promote collaborative working. Deputise for the Contact Centre Manager as required. Qualifications, Skills, and Experience: Knowledge of Northgate, Enterprise and Civica Ability to monitor team performance and implement corrective actions. Budget management skills. Review and improve service delivery processes. Identify and manage risks. Excellent interpersonal skills with the ability to effectively communicate with customers, senior officers, external organisations, and elected members. Project management experience. Analytical skills to interpret data and inform service delivery improvements. Clear and concise communication skills, both written and verbal. Strong customer care skills and the ability to build rapport with customers. In-depth knowledge of the service area being managed. At least three years of experience managing within a front-line customer service environment. Our client values improved life for residents, trustworthiness, collaboration, innovation, and accountability. If you are passionate about making a difference and possess the skills and experience required for this role, we would love to hear from you. Please note that recruitment practises to safeguard and promote the welfare of children and vulnerable adults apply to this role, including obtaining a Disclosure and Barring Service (DBS) check. To apply for this position, please submit your CV along with a cover letter detailing your relevant experience and why you are interested in this opportunity. Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://candidate-privacy
About The Role Overall Purpose of the Role The Facilities Manager will be involved in all aspects of day-to-day operations of the customer's property portfolio, including accounting, maintenance and repair, security, janitorial services, front of house, helpdesk etc. The Facilities Manager will handle all service requests and act as first point of escalation and assist in the preparation of the annual budget and management reporting and must have a strong compliance background. Duties and Responsibilities: Undertake the role of Facilities Manager operating as the main point of contact for the customer developing working relationships and to understand their business needs and requirements, manage and co-ordinate all the required activities within the contract whilst ensuring the site team and all sub-contracts are managed and service levels are met to meet the contractual SLA's Ensure sufficient staffing for business hours and approve Out of Hours operating requests as required. Ensuring personnel are efficiently managed across the range of services in relation to maximise the productivity within the parameters of the contractual hours provided. To ensure maximum optimisation of the client's office space, project managing all office moves and department restructures throughout the customer's property portfolio. Manage all facilities services suppliers both internal OCS and external third party. Ensure all Suppliers are engaged in line with the Customer and OCS Procurement Policies. To efficiently and cost effectively manage and develop the contract whilst ensuring the service operate within the agreed budgets To manage and develop a professional and effective operational team, ensuring objectives are set, monitored and achieved and that all employees are appraised and have a personal development plan Develop a succession plan for all key roles within your team and to mentor key people To build positive and productive working relationships with the client, delivering excellent customer service and seeking ways to continuously improve and exceed expectations To stay abreast of opportunities for developing innovation that will provide operational, financial and environmental benefits across the service streams. This should include energy saving initiatives as they evolve. Educational Level Degree or Equivalent level About You: Recognised qualification in Facilities Management e.g. BIFM or CMI -Essential Recognised Health and Safety qualification - e.g. IOSH or NEBOSH - Essential SIA Licensed - Non front Line (preferred but training and accreditation provided)- Desirable City and Guild/BTEC Mechanical and Electrical Building Services Engineering Parts 1, 2 and 3 or similar -Essential BTEC Higher National Diploma - desirable 17th edition IEE Regulations - desirable City and Guild 2391 Inspection and Testing - desirable Clean driving licence (C&E desirable) Apprenticeship or Equivalent - (desirable -with an electrical bias). Ability to work with various computer packages like Excel, Outlook, PowerPoint and MS Word to a good standard Work knowledge of safety systems & processes. Experience Experience in a senior Facilities Management role including: Direct line management of staff delivering both hard and soft services Budgetary management Supplier engagement and management Previous relevant experience in a similar industry Experience in a similar field in being a member of an engineering team is desirable. Experience in (CMMS Computerised Maintenance Management Systems) such as Maximo is desirable. Building Management Systems experience Personal Characteristics/Attributes for the role Exceptional communication skill able to interact effectively with peers, direct staff, suppliers and our customer's representatives. Detail oriented and accurate especially with numbers Ability to work with staff in solving problems and ability to take direction and function as part of a team. Ability to effectively prioritise and multi-task. Excellent people skills able to motivate and inspire colleagues, direct reports and suppliers. High levels of self-motivation, technical inquisitiveness, enthusiasm and commitment Be pro-active and capable of anticipating potential faults. Works well under pressure. Ability to work with various computer packages like Excel, Outlook, PowerPoint and MS Word to a good standard About The Company OCS UK & Ireland, part of the OCS Group, is a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.