Maternity cover (9 months)
Fancy a challenge? Ready to deliver a great customer experience?
We're an accredited, award-winning contact centre with a fantastic reputation for friendly and helpful customer service.
What you'll be doing
Our contact centre is the first point of contact for most customers, and excellence performance in this area is critical to our reputation.
We're looking for someone to lead, motivate and manage a team of Customer Experience Advisors to deliver an effective, friendly, innovative and quality service which meets operational objectives.
The team handle a range of Housing Management enquiries each day. We need you to be customer-focused and keen to make sure every contact is a positive, ‘Right First Time’ experience.
We’re looking for someone who can develop strong working relationships with managers and departments across Optivo.
Lead on specific, individual projects designed to investigate, challenge and resolve problems, performance issues and inconsistencies.
Someone who understands our processes and help drive change. Keeping the team engaged and motivated.
What you'll have
- Experience of effectively managing, motivating and inspiring team members
- A proven track record of managing a team in a multi-channel contact centre where a positive customer experience is at the heart of the operation
- Strong negotiation and influencing skills
- A thorough understanding of the range of IT systems used in the contact centre such as Microsoft Dynamics CRM, Orchard, telephony and workforce planning systems
- The ability to communicate effectively and concisely, displaying good interpersonal skills in multiple modes (phone, face-to-face, emails and in writing) using customer friendly language
- Embrace, promote and role model Optivo culture, values and behaviours, helping create a place where it’s enjoyable and rewarding to work.
Reporting directly to the Head of Contact Centre Manager, you’ll have responsibility for delivering a high-quality digital service (emails, live chats, portal, mobile app) maintaining excellent service during all opening hours.
The post involves leading on team management issues including:
- Recruitment and selection
- Inspiring, motivating and developing team members
- Monitoring, coaching, 1:1s and annual appraisals
- Effectively managing poor performance, attendance, time-keeping and sickness/absence.
Interview date: Friday 30th June
