Contact Centre Team Leader

Contact Centre Team Leader

Bristol

Full Time

Permanent

37.5 hours worked on a range of shift patterns covering 8am-8pm Monday- Friday. Saturday covering 9am-5pm on a rotational basis

Do you have great leadership skills, and substantial experience delivering brilliant customer service by phone? Are you looking for a role where you can make a real impact?

At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for a Contact Centre Team Leader to join us at our brand-new office in Bristol.

Here you’ll lead a team of Contact Centre Advisors, providing support to the team and customers as needed too. You’ll oversee and manage work requirements, monitoring call levels and ensuring KPIs and targets are met across the board.

We’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.

Key Accountabilities

• Manage performance, absences, career development, employee engagement and any disciplinary and/or grievance matters arising in the team.
• Manage employee resource to ensure deadlines and targets are met within agreed timeframes.
• Optimise use of medical, administrative, accommodation and IT resources so that examination appointments can be scheduled in line with targets.
• Produce and utilise statistical data and work management reports to effectively manage workloads.
• Provide performance reports/data as required.
• Build and maintain positive customer relationships.
• Manage multiple teams with a variety of job content and performance targets.

What are we looking for?

• Extensive customer service experience in a contact centre environment.
• Ability to develop good relationships with customers and colleagues.
• Ability to organise and prioritise work effectively.
• Ability to work flexibly as needed is required due to the demanding nature of the role.
• Ability to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
• Desirable: Experience in managing a team / being a team leader - we will consider applicants without management experience who possess substantial contact centre experience.

All candidates will be required to pass a BPSS check which will involve a full DBS check and references.

What we offer:

• Up to 6% contributory pension scheme 
• Free parking on site / 5-minute walk from public transport links
• A range of benefits to support the health and wellbeing of you and your family such as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more 
• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts. 
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.  
• Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career. 

Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact haasrecruitment@serco.com

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