Contact Centre Team Leader

The Calisen Group is in an exciting and strong position where we are seeing growth and development in all areas of the business. As a result of this growth, an exciting opportunity has become available for a Team Leader within our Contact Centre who will lead a team ensuring that a high standard of customer service is being delivered to all external and internal customers, while also ensuring Service Level Agreements (SLA’s) and business targets are being adhered to and providing evidence where necessary. This is a 6-month fixed term contract, working full time 37.5 hours per week on a rota between 8am – 8pm Monday – Friday & 8am – 5pm 1 in 4 Saturday’s. The role will be working on a hybrid basis whereby you will work from home, but also required to attend the office in Wigan at least 2 days per week. The salary for the role is £26,851.50 pro rata. Key Responsibilities• Organisation of staff coverage including sickness & holidays. Tackling any issues that may arise and conducting return to work (RTW) interviews when needed.• Monitoring individual advisors’ performance against targets via one-to-one reviews, side by side coaching, daily stats reporting & call observations.• Act as role model in dress, behaviour, and in demonstrating the values of Calisen.• Supporting and understanding the team, assisting in providing leadership cover outside of usual business hours when required.• Tangible and evidenced development of direct reports/advisors.• Conduct regular documented meetings with direct reports/advisors. • Providing support and ad-hoc reporting detail to the managers within the contact centre as necessary.• Maintain and improve contact centre operations by monitoring system performance – identifying and resolving problems.• Monitoring performance of direct reports to ensure SLAs are met. Provide evidence of coaching performance improvement.• Report to managers, directors & other areas of the business current performance against SLAs.• Continually reviewing & seeking to improve the end-to-end journey for internal and external customers.• Attending and contributing to internal and third-party site meetings.• Collation of all necessary performance planning information to aid resource forecasting prior to roll out and contact centre recruitment.• Assist and support with the creation and testing of all processes and procedures to support new products and services.• Supplier liaison ensuring appropriate level of documentation is produced and maintained.• Liaison with the learning and development team to produce relevant training materials, agreeing roles and responsibilities as required.• Involvement in business development activity as necessary, protecting contact centre from unplanned or untested activity.• Liaise with other departments as necessary to support and assist in daily team activities.• Handle complaints as an escalation point to ensure excellent customer service.• Remain informed of any industry updates as necessary, where applicable to your team.What we are looking for• Good standard of general education (GCSEs including English & Maths or equivalent).• Ideally have experience supervising a team within a call/contact centre environment and communicating with external customers with experience and knowledge of telephony systems/dialler.• Ability to manage a team, as well as working as part of a wider team and on own initiative while prioritising workload and working under pressure.• Computer literate with ability to operate Microsoft Office.• Excellent communication and interpersonal skills with a supportive approach to colleagues and team members.• Good organisational and administrational skills.Calisen is a leading owner and manager of essential energy infrastructure assets, with its purpose being to accelerate the use of smarter energy for all.We will use the information you provide to us to assess your suitability for the role you have applied for. If you are successful, we will carry out a right to work check, background checks including global sanctions, politically exposed persons, adverse media, and basic DBS check. We also have a zero-tolerance approach to the use of alcohol and illegal drugs in the workplace therefore you may also be subject to testing.