Out of Hours Contact Centre Team Leader

Stannah Group; Dartford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A manufacturing company in Dartford is seeking an Out of Hours Contact Centre Team Leader to manage a small team providing customer support outside regular hours. The role involves resolving queries, monitoring performance, and ensuring effective service delivery during evenings, nights, and weekends. Ideal candidates will have proven leadership experience in a contact centre environment along with NVQ qualifications in Management and Customer Service. This position offers a flexible work schedule and a supportive team culture.

Benefits

Market aligned salary

Profit share bonus scheme

25 days holiday plus bank holidays

Pension scheme

Health cash plan

Life assurance scheme

Employee assistance program

Free parking

Qualifications

• Proven experience managing a team in a contact centre environment.
• Ability to handle customer queries and complaints effectively.
• Strong leadership and team management skills.

Responsibilities

• Manage the Contact Centre team to ensure high levels of service.
• Resolve technical queries and manage customer interactions.
• Monitor team performance and training needs.

Skills

Team management

Interpersonal skills

Customer service

Education

NVQ 3 in Management or equivalent

NVQ 3 in Customer Service or equivalent

Job description

Company Description

Stannah is a family-owned manufacturing and engineering company. Our products move people and goods in and around homes and buildings. We make life easier for people. We do this by improving access for greater convenience and independence.

Joseph Stannah founded the business in 1867. A lot has happened since then and today Stannah is a global business. The family is in their fifth generation and plays a hands-on role in running the business. Most people know us for our stairlifts. Our range of products includes lifts, escalators, and homelifts. We also provide maintenance and repair services.

Job Description

Out of Hours Contact Centre Team Leader in Dartford at Stannah - Join Our Team!

Stannah have an exciting opportunity for a Contact Centre Team Leader to join the out of hours team based in Dartford. Candidates must live within a commutable distance of our Dartford Office.

You will be required to work shifts within the office.

This job will involve managing a small team that plays a crucial role in supporting our extensive network of Service Branches in delivering exceptional service to our valued customers outside of regular working hours. This involves resolving technical queries (or escalating to our service/repair engineers), sales enquiries and general administration tasks.

The Out of Hours service delivery is part of our National Service Branch Teams enabling 24 hour, 7 days a week support.

As the Contact Centre Team Leader you will work 30 hours a week outside of our core Monday to Friday working hours, enabling 24 hour, 7 days a week support. This will include: evening, night and weekend shifts. Bank holidays are shared between the team leaders on a rota basis.

This is a great opportunity for a Contact Centre Team Leader with a proven track record in a similar business environment, where you have successfully managed a contact centre team supporting field teams and customers.

Your exceptional interpersonal skills and ability to adapt to various situations will be key in fostering positive relationships and driving team performance.

Out of Hours Contact Centre Team Leader Responsibilities:

• Support the team to deliver a service professionally with pride.
• Overall management of the team, monitoring attendance and performance. Carry our regular reviews, and identify areas for training and development
• Maintain communication with customers and resolve complaints
• Ensure activities are scheduled to ensure services are delivered effectively
• Attend regular meetings

Please see the full job description here: OOH Team Leader Job Description

Qualifications

Out of Hours Contact Centre Team Leader Requirements:

• Previous experience managing a team in a similar environment
• NVQ 3 in Management or equivalent
• NVQ 3 in Customer Service or equivalent

Additional Information

If you have previous experience working as a Contact Centre Team Leader or Contact Centre Supervisor and are looking for a Contact Centre Team Leader job Dartford , please click the "apply now" button or contact us for further information.

Benefits

• Market Aligned Salary, paid on a monthly basis
• Profit Share Bonus Scheme, paid to all employees every quarter. Based on Group Company profits
• 25 days holiday, plus bank holidays
• Holiday scheme to buy extra days’ annual leave
• Pension Scheme. Matched contribution/salary sacrifice
• SimplyHealth Cash Plan. Allows you to claim towards health costs. For example, dental, optical, physiotherapy, chiropody treatments and more
• Life Assurance Scheme
• Long Service award scheme, with holiday benefit
• Company Benefits Discount Rewards Scheme. Includes shop discounts, hotel discounts, days out, and more
• Employee Assistance Programme. A workplace initiative to support and enhance well-being
• Enhanced maternity and paternity provision
• Free parking

Stannah Group is an equal opportunities employer. We welcome and encourage applications from candidates of all backgrounds, identities, and abilities.

We are a Disability Confident Committed Employer. We treat all our job applicants fairly and with respect. Our employees are the heart of our business.

We take great care to create a working environment where everyone feels valued. Join our team and be a part of our diverse and inclusive community!

We reserve the right to close this vacancy early if we receive high numbers of applications for the role.

Appropriate right to work must be held by applicants. Sponsorship is not available.