Assitant Team Manager

Mitie; Lurgan; On-site; GBP 16,000 - 23,000; Full time

Benefits offered by this job

MiDeals

Optional healthcare options

Flexible benefits platform (Choices)

Job summary

Mitie is hiring for a nights-focused switchboard role in Northern Ireland. The position is full-time, with a 42-hour week and a 4 on/4 off pattern, 6am-6pm or 6pm-6am. You will manage high-volume calls, transfer information, and work within a team to meet KPIs and safety standards.

Based at Mitie, Craigavon, County Armagh, a 5-year checkable history and PSNI/BS5979 screening are required. Knowledge of MS Office is essential, as are strong interpersonal and organisational skills.

Qualifications

• Previous switchboard/call centre experience is desirable.
• Must have knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
• Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
• Ability to work in a fast-paced environment.
• Ability to manage workload to meet team deadlines.
• A willingness to learn and develop and show high level of commitment and professionalism.
• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Responsibilities

• Managing high levels of incoming calls
• Follow correct procedures to ensure correct redirection of calls and provide relevant details as part of call transfer
• Work as part of a team, communicating effectively with team members and others
• Undertake additional duties in line with management requests as required
• Comply with IS) 27001 standards and procedures
• Meet KPI targets
• Stay current with system information, changes and updates
• Support the Team Manager to achieve performance and quality standards
• Understand and comply with policies and procedures
• Assist the team manager in performance related to productivity, quality and absence
• Comply with Health and Safety policies
• Ensure Best Value principles are followed
• Assist in overseeing all service sectors within the operational area
• Undertake additional duties as required by management
• MiDeals and optional healthcare options available

Skills

Switchboard experience

Interpersonal skills

Teamwork

Tools

Microsoft Office

Outlook

Word

Excel

PowerPoint

Job description

Shift Pattern: 42 hours a week, 12 hours shifts, 4 on 4 off 6am-6pm/6pm-6am

Pay Rate: £14.51 per hour

Pay Rate: £14.51Position: PermanentContract Type: Full TimeHours: 42Shift Pattern: Nights 18:00 - 06:00 ( 4 on 4 off )Location: Mitie, Unit 9 Silverwood Business Park, Silverwood Road, Craigavon, County Armagh, Northern Ireland, BT66 6SY

Main Duties

• Managing high levels of incoming calls
• Follow correct procedures to ensure correct redirection of calls and providing relevant details as part of call transfer
• Work as part of a team, communicating effectively with team members and others.
• To undertake additional duties in line with management requests as required.
• Comply with IS) 27001 standards and procedures.
• Meeting individually set KPIs.
• Stay current with system information, changes, and updates.
• Support the Team Manager to achieve exceptional performance and quality standards.
• To understand and comply with policies and procedures.
• To assist your team manager in all aspects of performance in relation to productivity, quality and absence.
• To comply with all Health and Safety policies and procedures.
• To ensure that you approach your duties taking into consideration the principles of Best Value.
• To assist your team manager in overseeing all service sectors within operational area
• To undertake additional duties in line with management requests as required.
• MiDeals and optional healthcare options available.

What we are looking for

• Previous switchboard/call centre experience is desirable.
• Must have knowledge of Microsoft Office, Outlook, Word, Excel and PowerPoint.
• Must have excellent interpersonal skills and be able to work on own initiative and as part of a team.
• Ability to work in a fast-paced environment.
• Ability to manage workload to meet team deadlines.
• A willingness to learn and develop and show high level of commitment and professionalism.
• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie's 84,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Together our diversity makes us stronger.