Customer Service Team Leader

Job Title - Customer Service Team Leader

Job Location: Brentwood

The role will require a flexible working approach ideally someone who already has a good background history of the role/or similar role and can buy into the company values. Due to the fast-paced environment, you will need to be highly organized due to the high demands this role sometimes requires.

Responsibilities include but are not limited to:

1. Ensure that all service calls are taken in a timely manner.
2. Ensure that the Call Centre shift rota pattern is fully staffed at all times.
3. Managing Call Centre Agents' holiday rota & sickness.
4. Ensuring that all jobs for all work carried out by our engineers & subcontractors are completed and kept up to date.
5. Ensuring that the relevant reports are in place, up to date and added to the system in time.
6. Speaking with engineers and customers on a daily basis both by phone and by email.
7. Scheduling engineers' daily work within the designated areas.
8. To assist with any administrative duties as required.
9. To assist Call Centre Agents where necessary.
10. To assist the Directors, Contract Managers, Supervisors, Operational and Support Colleagues with a range of other duties and responsibilities as and when required.

Working Hours

Monday to Friday with weekly alternating shifts - Week 1 - 7am to 3pm, Week 2 - 12pm to 8pm. You will also be required to work weekends or bank holidays to cover holiday and sickness absence when required.

Safety

1. To work safely at all times ensuring the safety of your colleagues and all those working around you.
2. To comply with the requirements of the company's Health and Safety Environmental and Quality policies and procedures.

Other

1. To maintain consistent and professional attendance, punctuality, and personal appearance.
2. To pursue the personal development of skills and the knowledge necessary for the effective performance of the role.