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Example Recruitment Group have an exciting role for our client in their Service & Maintenance department for a Contract Team Leader.
- Permanent
- Based in Potters Bar
- Reporting to the Contracts Manager/Operations Manager
- Working a 42.5 Hour week
- Salary £30-32k dependant on experience
To assist and maintain specific service and maintenance contracts within the call centre. You will be required to manage a small team of administrators and work closely with your Contracts Manager(s) . The job holder will provide support where needed within the internal teams ensuring tasks are carried out as per the KPIs and SLA requirements. You will also be client facing for all escalations and queries, in order to provide excellent customer service.
Contract and Operational Duties 1. To manage the client’s expectations for each individual contract's service level agreement under your supervision. 2.To manage the compliancy figures across your assigned contracts and to provide the compliancy team with bespoke reports so that compliancy figures are kept to a minimum. 3. To ensure monthly service runs are planned across assigned contracts. 4. To oversee that correct compliancy procedures are followed for your specific contracts and that servicing appointments are planned accordingly. 5. To assist with managing and logging of complaints and investigations. 6. To deal with any client queries/issues in a timely manner and as and when required 7. To liaise and deal with any engineers queries as and when required. 8. To carry out weekly meetings with individual teams, if required 9. To oversee the allocation and organisation of the work for your engineers and technicians 10. To enter and update any relevant data onto the company's computer system 11. To Assist Managers to check and process sub-contractors invoices and timesheets for payment 12. To investigate repeat visits and process accordingly informing relevant personnel.
13. To post relevant paperwork i.e timesheets, invoices to correct contract. 14. To ensure all breakdown KPIs are achieved. 15. To manage breakdown reports across contracts and provide breakdown team with bespoke reports to enable KPIs are met and escalate any issues to Contracts Manager where necessary. 16. To ensure escalations are dealt with in a professional manner by applying proper telephone etiquette in order to satisfy various customer situations. 17. To ensure the 'out of date' process is being applied accordingly 18. To ensure no access visits are checked, followed up and the correct process is applied 19. To ensure CP12s are sent over to client 20. To ensure all chargeable works and additional works are processed and followed for each contract. 21. To ensure works orders are dealt with from start to finish 22. To manage out of hours spreadsheet including adding/removing properties as and when required. 23. To highlight any defect recalls from new installations and servicing 24. To manage on a daily/weekly/monthly basis any contract reports.
Supervisory Responsibilities 25. To effectively manage, support and monitor the work and performance of your direct reports through effective regular individual supervision and to be accountable for the quality of the work of both individuals and the team. 26. To ensure that your team is customer focused and offers a very high standard of customer service. 27. To assist and support internal teams in order to ensure processes and procedures are carried out correctly. 28. To provide and highlight any training requirements within your assigned teams. 29. To ensure Administration Coordinators are completing their duties and tasks in a timely manner and to highlight any issues to the Contract / Operations Managers with resolutions & recommendations. 30. To cover for Administration Coordinators when they are absent 31. To ensure that the Servicing Coordinator is regularly checking correct compliancy levels and resolve any issues. 32. To check and sign off Administration Coordinators timesheets and send to payroll 33. To assist in the training of administrators as and when required. 34. To assist with recruitment as and when required 35. To report any absenteeism to HR Manager and Operations / Contract Managers. 36. To effectively monitor System Dashboards and act upon any arising real-time issues promptly including: ‘Tasks and Issues’ / ‘Heating Capped and Void Properties’.
Training and Engagement Responsibilities 37. To create a an ever evolving training program for all new joiners 38. To facilitate and oversee the training of new starters 39. Monitor calls taken and score them in line with the metrics outlined for the CS Heros (reward and recognition scheme). 40. Review Weekly, Monthly and Quarterly stats on calls, to ensure targets are being achieved by the team, along with identifying top performers for our CS Heros, as well as those who are underperforming or need further support va further training. 41. Working with the other Team Leaders to share synergies, problems and work to drive engagement amongst all customer service based staff. 42. Floor walking to help support CS staff in their duties as well as aid them whilst they deal with more challenging calls 43. Assisting with calls in high demand periods 44. Sit in and form part of the quarterly engagement committee. 45. Ensure Office and Team members workstations are kept clean and tidy at all times.
