Call Centre Team Leader - Massenhove Recruitment Limited : Job Details

Job Title - Customer Service Team Leader

Job Location - Brentwood

The role will require a flexible working approach ideally someone who already has a good background history of the role/or similar role and can buy into the company values.

Due to the fast-paced environment you will need to be highly organised due to the high demands this role sometimes requires.

Responsibilities include but not limited to:

• Ensure that all service calls are taken in a timely manner.
• Ensure that the Call Centre shift rota pattern is fully staffed at all times.
• Managing Call Centre Agents holiday rota & sickness.
• Ensuring that all jobs for all work carried out by our engineers & subcontractors are completed and kept up to date.
• Ensuring that the relevant reports are in place, up to date and added to the system in time.
• Speaking with engineers and customers on a daily basis both by phone and by email.
• Scheduling engineers daily work within the designated areas.
• To assist with any administrative duties as required.
• To assist Call Centre Agents where necessary.

• To assist the Directors, Contract Managers, Supervisors, Operational and Support Colleagues with a range of other duties and responsibilities as and when required.

Working Hours

Monday to Friday with weekly alternating shifts - Week 1 - 7am to 3pm Week 2 - 12pm to 8pm- you will also be required to work weekends or bank holidays to cover holiday and sickness absence when required.

Safety

• To work safely at all times ensuring the safety of your colleagues and all those working around you.
• To comply with the requirements of the companies Health and Safety Environmental and Quality policies and procedures.

Other

• To maintain consistent and professional attendance, punctuality and personal appearance.
• To pursue the personal development of skills and the knowledge necessary for the effective performance of the role.