Service Control Team Leader

NET Recruit are partnering with a services business 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 £30,000 which will also accompany a peripheral package that will include a good holiday allocation and pension, as well as plenty of other rewards, including the potential for a generous quarterly bonus. For the position holder, excellent opportunities for development and progression will be on offer too, with full support provided by the wider team and management to work towards goals.

If this fantastic opportunity appeals to you then please don’t hesitate to contact:

Phoebe Jones – Recruitment Partner

M:
E: