Location: Bristol - South Quay House
Salary: £27,305 per annum, plus bonus and benefits
Hours: 37.63 hours per week, working 4 shifts on 4 shifts off, 10.75 hrs per day. The shifts will fall between Monday to Sunday and will include night and day shifts
The Role
Our Contact Centre is a vital part of central operations within Unite Students. As a Contact Centre Lead, you`ll be the senior team member on-shift as well as shaping our team performance and strategy. You will work alongside our Leadership Team to provide the best support to our students and employees. You will also support with a wide-range of queries, from booking rooms, managing accounts and supporting processing tasks out of hours. You`ll provide knowledge and insight to let the rest of the business know where we can improve. It`s an exciting place to be and you`ll be working in an environment committed to supporting yours and our customer`s success.
Who we are looking for
- We are looking for solutions focused, customer-orientated individuals; with an abundance of enthusiasm for making our customers feel well-supported
- Being adaptable, with the ability to work across a range of customer-impacting disciplines; from accounts queries, to emergency support
- A demonstrated history in managing teams and driving performance
- You`ll be someone who can oversee high-quality interactions and commit to taking ownership of any issue and utilising all available resource to resolve them first time
- You`ll be target-driven and ready to maintain and exceed team performance to our departments Key Performance Indicators and Service Level Agreements
- You`ll have a great team-spirit, understanding of the impact your personal-adherence and work has on our team and customer`s success
- You`ll be open to receiving and working on feedback, striving to be better and achieve to your full potential
- You`ll be able to support others when dealing with high-profile and emergency incidents
What you`ll get in return
- An annual bonus so you can share in the company`s success
- Academy supported life-long learning to build your skills and enhance your career
- 25 days` paid holiday + holiday credits for bank holidays worked
- Pension scheme - based on how much you save, we`ll contribute 1% more
- Shared Parental Leave - 18 weeks full pay
- We`ve earned a Gold award for Investors in People, so you`ll be working for an employer who really cares about you and your career
- Other benefits include, Sharesave, Bike to Work, Charity Match, amazing discounts and more
