AddressK&T Heating delivers gas compliance and related services to social housing providers. We look after 200,000 social housing properties across London and the South East and are looking for experienced Domestic Gas Engineers to join our growing team across South London and Kent.
Responsibilities in the role
- Inspire and lead a team towards achieving performance targets through effective communication, coaching and motivation
- To provide efficient support to the Service Delivery Officer, Head of Department and Call Centre Manager in all areas of the business to achieve Client SLA’s and KPI’s.
- Work closely with the Administration, RLO’s, Area Managers, Operational Staff Day to day, working together to meet KPI targets and achieving 100% compliancy.
- Ensure complaints are recorded, fully investigated, and responded to accurately and correctly with a learning outcome to improve service.
General Responsibilities / Duties
- Manage and lead the day to day running of a departmental call centre team that include administrators & RLO’s.
- Facilitate effective communication between all levels of the business personnel to assure strong inter-company working relationships.
- Monitor and analyse performance for a departmental team using call stat data reports, KPI reports, Call observations, Quality Spot checks & performance reviews.
- Responsible for assigned contract administration and client reporting
- Responsible for successful delivery of all departmental administration as per clients SLA’s and KPI’s, including servicing, letter process, client inbox, no accesses, incompletes, voids, compliance, complaints & any overdue.
- Supporting the training and development for new and existing team members. Ensuring that each team member knows and understands the processes relating to your department and their role within it.
- Be able to participate and provide departmental insight in meetings when required with internal management.
- Alongside SDO, Conduct performance and probation reviews with all team members within agreed time scales with CCM.
- Create engagement plans with your team to drive positive mindset and focus with your teams.
- Control attendance within your team by effectively managing annual leave, updating HR on all attendance matters including sickness & unauthorized absences.
- Provide coaching to team members on complaint handling, productivity, customer service skills
Client Responsibilities
- Provide data and insight for Senior Managements Meetings, Operational / Client Meetings such as KPI packs, call stats, etc.
- When required, attend meetings with clients and deliver valuable feedback and actionable insights to the Regional Manager, Operations Manager and Regional Director.
- Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity.
- Remain contactable and available to clients in order to build dependability and trust.
Package
- Highly competitive salary
- 20 Days holiday + bank holidays, rising with each year of service up to a max of 25 + bank holidays
- Company Pension
- 24/7 Employee wellbeing service
- Enhanced maternity/paternity pay
