Call Centre Team Leader - Coventry, United Kingdom - We Are Digital

We Are Digital
We Are Digital
Verified Company
Coventry, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Job Title:
Call Centre Team Leader


Salary:
£27,000 - £30,000


Location:
Friars House, Coventry


Hours: 37.5 hours per week


Role Type:
Perm


Reports to:
Call Centre Manager


Why We Do What We Do


We Are Digital (WAD) was founded in 2012 to help all organisations to support and enable all their customers to benefit from the life-changing impact of the Digital Revolution.

WAD is an exciting and fast-growing social-impact-driven company empowering people to enrich their lives and communities.

At the core of everything we do is to create a positive impact on how people live their lives.

Our vision is for everyone to have easy access to the digital services, advice, and support that they need to confidently live their lives to the full.

We empower the community by providing the mechanism through which the national support services can be run impactfully. We enable full-service training, advice, and support wherever and however people need it to be delivered

We deliver positive and practical solutions to break down the barriers of exclusion.

We do this by equipping people with the skills to alleviate digital, financial, and social isolation, through our nationwide network of delivery partners, underpinned by centralised project management expertise to seamlessly deliver and manage all elements of a successful community investment programme.


We partner with corporates, central government, social housing providers, and local authorities to deliver positive and practical out-of-the-box training interventions, tailored solutions, and ground-breaking new work.


Our programmes typically target those who need support getting online (Digital Inclusion), help with managing their money better (Financial Wellbeing), transacting online with the government (Assisted Digital), and ending digital poverty by supplying everything people need at the point of need (digital support) and finding digital skills work (Employability).

Our fast-growing company is a place for career-hungry purpose-led individuals. As the company grows, we will create even more impact and your career will grow too.


What would you be doing?

JOB PURPOSE
To work with and supervise a call centre booking team. Ensure that the team responds to inbound calls effectively and lead by example, taking responsibility for escalated enquiries. Take a lead in team training, development and management. Maintain efficient and prompt internal and external communication to all stakeholders.


What is essential for us?

CORE ACCOUNTABILITIES

  • Responsible for the daily running and management of the team though effective use of resources
  • Responsible for the induction and training of new starters
  • Assist in the recruitment process where required
  • Ensure service levels are met and reported effectively to senior management and the Client
  • Manage complaints and ensure these are resolved in line with the Complaints Policy and Procedure and within Client requirements.
  • Support less experienced staff and encouraging the development of your team
  • Shared responsibility for opening and locking down the office with other senior staff
  • Ensuring self and team members are kept informed on any updates to client contracts requirements
  • Collating feedback of consistent issues being encountered by clients to feedback to senior management
  • Ensuring new staff are submitted for and clear BPSS checks
  • Responsible for quality assurance audits on calls

REQUIRED COMPETENCIES / BEHAVIOURS:


Essential

  • Experience of managing team
  • Experience of recruiting and training staff
  • Excellent oral and written communications skills as well as supreme attention to detail
  • Experience of working in a call centre
  • Demonstrable experience of using own initiative to innovate and deliver improvements within a call centre environment
  • Ability to work in a highpressure environment with multiple competing deadlines
  • Efficient in using office software packages, including Microsoft Office and bespoke CRM systems
  • BPSS clearance or ability to gain clearance is essential.
  • Willingness and availability to work flexible hours to meet client expectations e.g., potentially weekends

Desirable

  • Ability to represent the organisation in external meetings

How are we going to do this?


Whether it is creating diversity in our offer or building new teams, we care about our people and the opportunities they have at We Are Digital.

We are committed to equality of opportunity across our organisation. At all levels we promote equality, ensuring our people are consistently treated in a fair and equal manner. We are also a Disability Confident employer.

The recruitment process for this role is made up of 3stages, these being.

2 Completion of competency-based interview with the Hiring Manager.

3 Completion of Second Interview and Presentation / Skills test.


The bits our people love

  • We have a genuine focus on
    health & wellbeing we support
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