- Responsible for the day-to-day management of a team of up to 15 Customer Support Centre Advisors including work and attendance monitoring in accordance with organisation policies, standards, and procedures.
- Monitor and manage available agents, call volumes and service levels on a day to day basis for inbound, outbound and emails to ensure all agreed service levels are achieved.
- Effectively and proactively coach your team on their performance on a regular basis to ensure performance metrics are achieved.
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Customer Support Centre Team Leader - Manchester, United Kingdom - Dogs Trust
Description
Do you want to make a genuine difference to the lives of dogs across the country? Are you looking for a Team leader role that measures success on service rather than sales?
We're looking for someone to manage and motivate a team of up to 15 Customer Support Centre Advisors to achieve and exceed set objectives. Take responsibility for the day-to-day management of the Customer Support Centre, supporting the wider centre management team to deliver objectives, quality and KPIs and create a performance and customer-centric culture.
About this job:
As Customer Support Centre Team Leader you'll:
About you:
The successful candidate will have management experience, coaching and giving feedback. Excellent frontline enquiry and/or customer services experience is also needed, ideally within a high demand customer service environment as part of a team. Resilient, proactive and self-confident, you will have experience in managing sensitive situations appropriately.
About Dogs Trust:
We love dogs. That's why we do whatever we can to make sure every four-legged friend gets the love they deserve. We'll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It's what we've been doing since 1891 and how we've grown to become the UK's leading dog charity, helping 12,000 loyal friends find their forever homes every year.
About the team:
The Customer Support Centre is multi-channelled, with a mixture of inbound, outbound and email traffic which receives calls and emails for our network of 21 rehoming centres in the UK. The Customer Support Centre also receives calls for several dedicated hotlines in the organisation along with making outbound post adoption support calls.
What you need to know:
Normal hours in this role are 37.5 per week, our national Customer Support Centre is open from 8am-8pm Monday to Friday and 8.30am-5pm on weekends and bank holidays. Due to the nature of our operation, you will be required to work every other weekend (2 weekends per month) with some bank holiday work required.
The role is based in the Manchester Rehoming Centre with hybrid working. The successful candidate will be required to work two days a week at our Manchester office (M34 3SG) and three days remotely. Some UK travel may be required as and when needed.
Interviews
First round - W/C 03 June 2024
Second round - W/C 10 June 2024
