Contact Centre Team Manager

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.

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