Job Description

My Public Sector client based in Birmingham City Centre is looking for a Team Leader to work in their Contact Centre on a temporary ongoing basis. The contract has just been renewed until October 2023.

The position is working full time, Mon - Fri, 9am - 5.30pm and will offer a pay rate of £12.66 an hour.

The successful candidate will be part of a team delivering application process support, either face to face with applicants or handling both inbound and outbound calls. Reporting to the Operations Manager, you will be responsible for creating an environment which allows the application service to deliver the needs of a demanding agenda, whilst being a great place to work for your team.

Key responsibilities:
" To manage and schedule own/team work to required timescales and Service levels.
" To ensure that agreed processes/standards/timescales/Quality Requirements are adhered to. To floor walk to provide support for applicants during the application process.
" To motivate, lead and develop the team and encourage communication.
" To act as main contact point and support customers/colleagues to resolve internal/external and escalated queries.
" To identify and implement improvements and manage improvement projects within own area.
" To check and authorise processes.
" To maintain/update procedural documentation.
" To provide support to manager/team/other teams as required.
" To comply with regulatory requirements where applicable.
" To collate and where necessary produce/analyse statistical data/reports as required.
" To liaise/meet internal/external with customers/suppliers/clients.
" Input into sharing of project experience across BPO and suggest update to BPO methods.

Essential Skills Experience and Knowledge
" Excellent customer service skills
" A proven track record in leading and managing teams.
" Good user of Excel, Word, PowerPoint
" Able to coach and mentor a team
" Very strong interpersonal skills
" Ability to set and achieve performance targets
" Strong communication skills, for both an internal and external audience
" Ability to use initiative and exercise sound judgement
" Effective team player who constantly displays commitment and flexibility

Due to the nature of the work, you are required to hold a British passport or have 'indefinite leave to remain' status. You must also be happy to understand a basic disclosure check and be able to provide three years of referencing information.

If you think you are suitable, please apply with your most up to date CV today!