Evenings Team Leader - Permanent (Part Time) B46

Job Description

Evenings Team Leader - Part Time - B46 Area - Permanent - £9.75ph

Working for a large corporate business within the B46 Area. Our client seeks an experience Team Leader to manage its evenings advisors. The hours of work are Monday through to Thursday 4pm - 8pm.

The role will be:

Providing the team with their work for each shift and prioritises the work load affectively, including but not limited to;
Ensuring all call back requests are completed.
Ensuring any internal cancellations are actioned.
Support the management of various email inboxes.
Ensure any routing discrepancies are actioned.
Collate all required outstanding or available calls for distribution to the team.

Manages their staffing so that all staff are used to full potential and operate as efficiently as we can and offers staffing aid to alternative contracts where possible.
Liaises with the Anomaly Manager to ensure that all related service call bookings are completed in line with new jobs and none booked calls daily (in the absence of their Contract Manager).
Ensures the highest standards of quality and adheres to the standards set out for quality monitoring and delivery in all work, including email or telephone liaison with insurance teams – all written correspondence may be subject to checks before sending on every occasion.
Manages the floor as acting ‘Floor Manager’ in accordance with the rota to ensure efficiency within the workforce, including but not limited to monitoring release codes, conduct within the office, queuing calls and a distracted workforce.

To deal with inbound and outbound calls to customers regarding their installation when necessary, this includes periods of short staffing or peak call and job volumes.

To work within the set objectives and targets outlined within their key performance indicators and set service level agreements which will be reviewed within their monthly 1:1.

To manage their team within the set objectives and targets outlines within their key performance indicators and set service level agreements.
To manage their own area of responsibility of work and their team in a timely manner.

Communicates clearly with the Senior Management regarding their own and teams performance and is responsible for highlighting their own and teams areas of performance development and further responsibility.
Update the relevant system(s) and documents in line with their work.
Attends and is actively engaged in weekly management team briefings. Suggesting ideas for increased performance and staff coverage.
Logs any absence or lateness correctly and completes the relevant processes with documentation.
To Liaise with HR and complete return to work documents following a team members absence in order to comply with the companies absence management policy.

Deals with all customer service related enquires as trained to do so, avoiding delegation and following the set escalation process where necessary. In the absence of the Contract Manager the Team Leader will be the first point of escalation for their team

Manages daily, monthly and yearly Advisor performance and feeds this back in a personable but professional manner.
To monitor and manage all shift adherence to complete monthly absence, lateness and staff logins for overtime.

Hours of work are Monday through to Thursday 4m - 8pm