Contact Centre Team leader

Fortem Solutions; Hitchin; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading property solutions company is seeking a Contact Centre Team Leader for remote work, initially requiring training in Hitchin. This permanent position offers a 32-hour workweek from Monday to Thursday. Responsibilities include managing a team, handling customer complaints, and supporting process improvements. Candidates should have strong customer service experience and excellent communication skills.

Benefits

Competitive Annual Salary

Pay review every year

Discounted gym memberships

Up to £3,000 colleague referral fee

Private pension and life insurance

Qualifications

• Experience leading a team in a Customer Service environment.
• Excellent communication skills both written and verbal.
• Proven track record of dealing with customer service and complaint handling.

Responsibilities

• Leading and managing a team of call centre operatives.
• Monitoring and evaluating operator performance.
• Addressing and resolving customer complaints.

Skills

Customer service experience

Excellent telephone manner

Communication skills

Interpersonal skills

Tools

Various IT systems

Job description

The Role

Fortem Solutions are currently recruiting for a Contact Centre Team Leader to join our Out of Hours Call Centre team. This role will be based remote to begin with but training will be in the Hitchin Head office, so you will need to live close by. This is a permanent position. Weekly working pattern is: Monday to Thursday - 11pm - 8am (finishing Friday morning) totaling 32 hours per week (8 hrs per day with 1 hour lunch break).

The Customer

Here at Fortem we are committed to delivering an excellent service to our clients and tenants alike. 24/7 innovative Smart Hub that is the heartbeat of our business and allow us to continuously improve our service through exciting technology and dedicated colleagues. Your commitment, ideas and drive will help to shape this service offering. Our Out of Hours Call Centre team provide an efficient and customer focused service, to a range of customers with a variety of needs in response to service requests and emergency support relating to property maintenance situations.

Duties and Responsibilities

• Leading and managing a team of call centre operatives
• Monitoring and evaluating operator performance, providing learning opportunities, in the moment coaching and sharing best practice.
• Managing the flow of inbound and outbound calls
• Training and onboarding new team members to ensure understanding of processes and practices
• Addressing and resolving customer complaints and issues in a timely and empathetic manner.
• Supporting the development and roll out of new ways of working, processes and technology, as they become available to the Smart Hub teams

What You Will Need

Essential Criteria

• Experience leading a team in a Customer Service environment
• Excellent telephone manner with proven track record of dealing with customer service and complaint handling.
• Excellent communication skills both written and verbal.
• Experience on a variety of systems and a robust understanding of core IT skills.
• Interpersonal skills with the ability to engage people and build strong working relationships at all levels, both in house and externally.

Desirable Criteria

• Experience in social housing repairs & maintenance.

Benefits

• Competitive Annual Salary
• Pay review every year
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Other benefits including Private pension, Life Insurance, dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

Who We Are

We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.