Service Control Team Leader

A services business is looking to recruit a Service Control Team Leader in Ringwood.

Your Role:
While in this position your duties may include but will not be limited to:

• Overseeing the phone for the Service Control function and also the administration team
• Managing the team of Service Control professionals, ensuring that the team are delivering high levels of service, and that SLAs and TATs are monitored and ensuring that team members are available to always meet targets
• Monitoring team calls to ensure they are picked up on time and ensuring any missed calls are returned within SLA
• Acting as the point of call for complaint escalating, responding within the agreed process SLA
• Ensuring all tasks are completed within the agreed SLA
• Creating department SOP documents to review with managers within the set timescales 
• Setting team tasks with clear instructions and set out timeframes for completion
• Conducting monthly 121s with all team members, ensuring that feedback is fed through to the manager
• Undertaking return-to-work meetings, alongside performance meetings
• Thinking proactively to determine solutions for actual and potential challenges within the department
• Providing performance weekly reporting for heads of departments

You MUST Have:
Please apply ONLY if you meet the following criteria:

• Possess at least 2 years’ experience within a Team Leader position, specifically within a call centre environment
• Strong experience dealing with call centre applications and call managing tools
• A good strong motivational outlook and training skills
• Excellent communication
• Fantastic attention to detail and organised mind-set, especially within a high-pressure environment

Your Opportunity:
Possessing decades of experience in delivering exceptional products and services to their clients, this business is a market leader in their field. The purpose of the position holder will be to lead a team of professionals by example to ensure a high-quality service is being provided at all times.
  
This company are offering a starting salary up to around £28,000 which will also accompany a peripheral package that will include a good holiday allocation and pension, as well as plenty of other rewards. For the position holder, excellent opportunities for development and progression will be on offer too.

If this excellent opportunity interests you, then please don't hesitate to apply today!