Team Leader
Eastbourne
£20,000

My client based in Eastbourne are seeking a Team Leader for their contact centre in Eastbourne.



The main purpose of the job is to supervise and lead the provision of the highest quality Telecare and telephone response services for the customers of our client.



The main responsibilities include;



Provide consistent quality supervision and leadership of shifts in the Contact Centre.

Allocate tasks to team members as appropriate to ongoing operations.

Supervise the team's delivery of allocated tasks and ensure that the relevant service level standards are met consistently across all disciplines.

Ensure all shifts have adequate and appropriate staffing.

Carry out supervisions, appraisals and performance management discussions with team members on a regular and timely basis.

Effective management of absence within the Contact Centre.

Train new and existing contact centre staff on effective and appropriate call handling in accordance with the Company's policies and procedures.

To actively monitor the performance of the contact centre against targets

Advise management immediately of any problems or difficulties experienced with any aspect of system operation or procedure

Provide investigation and resolution of complaints received within the agreed procedures.

Provide the highest possible standard of customer care and support at all times whilst always giving priority to the safety and security of service users and staff.

Liaise with social workers, members of the primary care team, carers, emergency services, sheltered housing teams etc. to ensure that the service provided is co-ordinated with the care and support provided by other agencies.



The ideal candidate will fulfil the following criteria;



* Able to motivate and supervise a staff team
* Able to deliver individual / group training in related subjects
* Able to work on own initiative and to keep calm under pressure
* Good communication and listening skills
* Self-motivated
* Able to work shifts over a 24 hour period
* A willingness and ability to undergo training and personal development to acquire the skills necessary to perform to a high standard in a changing environment



This is a fantastic opportunity for an experience Team Leader, please apply today to Chloe Morris on Tel –[please apply by clicking on the blue button on this web page] or email [please apply by clicking on the blue button on this web page]