A2Dominion
Job title:
Contact Centre Team Manager
Company
A2Dominion
Job description
Contact Centre Team Manager
Salary: £45,671
Contract: Permanent, Full time (37.5 hours per week)
Location: Ealing, London (primarily on-site, with some flexibility for hybrid work)About A2DominionWe are a UK housing association committed to a new vision – providing homes people love to live in.With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.Our 70,000+ customers come from a diverse range of backgrounds with varying levels of income. We’re here to provide them all with homes that are safe, high quality and sustainable.And with social housing roots going back eight decades, we continue to ensure that every penny of profit is reinvested into our charitable social purpose – delivering more homes and better services for customers.Role OverviewYou will be leading on the delivery of departmental KPI’s through the effective management of Contact Centre Agents and driving initiatives to enhance customer satisfaction and reduce customer effort.More about the role
- To maximise first contact resolution through effective coaching of agents.
- Support the delivery of a quality-focused frontline service across all A2Dominion tenures.
- By utilising strategic planning and business insights, identify and implement solutions in the Contact Centre to enhance customer experience, reduce customer effort, and increase first contact resolution.
- Take ownership of Contact Centre complaints, ensuring appropriate responses are provided within agreed business and HOS timeframes.
- To support the recruitment and selection process of Contact Centre Agents
- Responsible for the operational management of a team of Contact Centre Agents; identifying performance and training gaps; managing agents within A2Dominion procedures to support the department in providing excellent customer service.
- To effectively communicate the departmental vision and objectives to the teams, ensuring they understand and support the overall goals.
- Manage and maintain relationships with both external partners and internal business areas, ensuring operational issues are quickly addressed.
More about you
- Educated to GCSE level or equivalent in Maths & English (Grades A*-C)
- People management experience, preferably in a Contact Centre environment
- Experience of training and coaching a team for performance improvement.
- Experience / background working in repairs (desirable, not essential)
- Good with reporting and able to analyse data to identify and drive improvements (Excel, PowerBI etc)
- You are energetic, driven, and enthusiastic individual who excels at collaborating and bringing out the best in a team.
- Confident communicator with great people skills
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.We offer a wide range of staff benefits. For this role, these include:
– 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
– Up to 8% contributory pension
– Flexible working
– Investment in your learning and development.If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: [email protected]A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will: actively look to attract and recruit disabled people, provide a fully inclusive and accessible recruitment process, offer an interview to disabled applicants who meet the minimum criteria for the job, be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job, make reasonable adjustments as required.At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.Meeting the role requirements
We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at [email protected]A2Dominion are proud to be a family friendly employer.
Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.”Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
Expected salary
£45671 per year
Location
Ealing, West London
Job date
Sat, 20 Jul 2024 22:18:23 GMT
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