Contact Centre Team Leader - HAAS

Salary: £27,000+ Benefits.

Hours: 37.5 hours worked on a range of shift patters covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm.

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Working from our brand-new Bristol office we are looking to recruit Team Leaders with substantial experience in telephony Customer Service.

The key purpose of the role is to lead a team of Contact Centre Advisors providing support to both the team and to the Customer as required. The Contact Centre Team Leader will oversee and determine work requirements, monitor call levels, ensure SLA’s/KPI’s are successfully achieved and that the team meets all targets.

Key Accountabilities

• Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.
• Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales.
• Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised to schedule examination appointments to achieve all targets.
• Producing and making active use of statistical data and work management reports to effectively manage workloads.
• Provide performance reports/ data as and when required.
• Building and maintain positive customer relationships.
• Manage multiple teams with a variety of job content and performance targets.

What are we looking for?

• Extensive Customer Service experience in a contact centre environment.
• Experience in managing a team / being a team leader. (We will consider applicants without management experience who possess substantial contact centre experience).
• Ability to develop good relationships with customers and colleagues.
• Good contractual knowledge and aware of all considerations relating to the provision of report.
• Ability to organise and prioritise work in an effective manner.
• Must be flexible due to the demanding nature of the role.
• Understands the internal roles and responsibilities of the wider organisation.
• Able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.

All candidates will be required to pass a BPSS check which will involve a full DBS and references.

What we offer:

• Up to 6% contributory pension scheme. 
• Free parking on site / 5 minute walk from public transport links.
• A range of benefits to support the health and wellbeing of you and your family?such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more.
• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion. 
• Serco discounts which include cinema, merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships. 
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities. 

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.