Weekend Call Centre Team Leader

Fortem Solutions; Hitchin; On-site; GBP 22,000 - 32,000; Full time

Job summary

An innovative firm is seeking a Weekend Team Leader for their Out of Hours Call Centre in Hitchin. This permanent role involves leading a dedicated team, ensuring excellent customer service, and managing calls efficiently. Your leadership will help shape the service, focusing on customer satisfaction and operational excellence. With a commitment to continuous improvement, this position offers a unique opportunity to make a significant impact within a supportive and dynamic environment. If you are passionate about customer service and team management, this role could be your next great career move.

Benefits

Pay review every year

Discounted gym memberships

Colleague referral fee up to £3,000

Training on bespoke in-house LMS

Private pension

Life Insurance

Dental care

Private healthcare

Cycle-to-work scheme

Mobile phone provider discounts

Qualifications

• Experience leading a team in a Customer Service environment.
• Excellent communication skills both written and verbal.

Responsibilities

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

Skills

Team Leadership

Customer Service

Complaint Handling

Communication Skills

IT Skills

Interpersonal Skills

Job description

The Role
Fortem Solutions are currently recruiting for a Weekend Team Leader to join our Out of Hours Call Centre team, based in our head office in Hitchin. This is a permanent position working 16 hours over the weekend and 1 day during the week.

The Customer
Here at Fortem we are committed to delivering an excellent service to our clients and tenants alike. We have launched a 24/7 innovative Contact Centre that will be the heartbeat of our business and allow us to continuously improve our service. Your commitment, ideas and drive will help to shape this service offering. Our Out of Hours Call Centre team provides an efficient and customer-focused service, being the first point of contact for a range of customers with a variety of needs in response to service requests relating to property maintenance, ensuring customer satisfaction remains the highest priority.

Duties & Responsibilities

1. Leading and managing a team of call centre operatives.
2. Monitoring and evaluating operator performance, providing learning opportunities, and taking corrective action if necessary.
3. Managing the flow of inbound and outbound calls.
4. Training and onboarding new team members to ensure understanding of processes and practices.
5. Addressing and resolving customer complaints and issues in a timely and empathetic manner.

What You Will Need
Essential Criteria:

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

Desirable Criteria:

1. Experience in social housing repairs & maintenance.

Benefits

1. Pay review every year.
2. Discounted gym memberships at national and local gyms.
3. Up to £3,000 colleague referral fee.
4. Vast directory of training on bespoke in-house Learning Management System.
5. 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.

Job Reference: FOR03797