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Customer Support Rapid Response Team Leader
| Posting date: | 23 July 2024 |
|---|---|
| Salary: | £29,858 to £32,545 per year |
| Hours: | Full time |
| Closing date: | 06 August 2024 |
| Location: | Exeter, Devon |
| Remote working: | On-site only |
| Company: | Seetec |
| Job type: | Permanent |
| Job reference: | 30819 |
Summary
Come and join us as a Customer Support Team Leader in the newly formed Rapid Response Team.
The Rapid Response Team will conduct all In-Work Support for participants from when they are referred to the scheme, as this is when they are most likely to need support in the early stages of securing work.
In the role of the Team Leader, you’ll primarily be responsible for leading and coordinating the In Work Support, within the In and Out of Hours Rapid Response Service. You’ll be responsible for the triaging and allocation of caseloads from our operational teams to the relevant In Work Support function across our contracts. You’ll also have the responsibility of overseeing the issuing and full compliance of the VEX (voucher) ordering process, to participants that require financial support.
Our ideal candidate will have experience within a contact centre environment as a Team Leader/Coach. Have strong coaching and people-development skills through call listening, along with excellent interpersonal, organisational and planning skills.
Rapid Response work is operated primarily via outbound calls both In-hours as well as an Out of Hours side of the service, providing an accessible support service from 08:30am to 19:30pm Monday to Thursday and on Saturdays between 9am to 12:00pm.
In return for your dedication, knowledge, and commitment, we’re offering a competitive salary range £29,858 to £32,585 p.a. (dependent on experience) with these great benefits:
25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
2 Volunteer Days
Company Pension Scheme - 5% Employee 5% Employer
Health Insurance Allowance
Employer Paid Healthcare Cash Plan, incl. 3 x salary life assurance
Annual Pay Review
Enhanced Maternity/Adoption and Paternity Pay Arrangements
Free access to BenefitHub – an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
Refer a Friend Scheme
Interested? There’s an easy to apply route below to upload your CV!
If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200 .
Seetec Group is an employee-owned organisation and we continually pride ourselves on our sense of community, both in the incredible work we do throughout UK and Ireland, and internally with our Employee Owners. People are at the front, centre and heart of every service we provide and each decision we make.
Location: Exeter
Hours: 37 hours per week - working pattern of between 10:00am and 19:30pm Monday to Thursday and between 9am and 12noon on Saturdays with Fridays as a non-working
Closing Date: 6 August 2024
Key Responsibilities
Utilising CMS and our Call Platform reporting tools to collate performance data on an individual and In Work Support Team basis.
Complete daily performance tracker and analyse and interpret any emerging trends.
Manages day-to-day line activities towards achieving expected SLAs.
Conducts remote & F2F monthly performance reviews with CSA’s looking at call quality, Fallen Out of Work (FOOW) rates, participant management & spend, call times and engagement.
Skills and Experience
Essential
Proven experience within a contact centre environment as a Team Leader/Coach.
Positive, service-oriented attitude with proven experience in a customer service-related role
Ability to thrive in a fast-paced and sometimes high-pressure environment
Experience of a demand led high service environment.
Excellent leadership and communication skill
Experience of dealing with demanding customers and escalations.
Desirable
An understanding of the barriers unemployed job seekers face in obtaining a new job
Experience of working in a high-performance culture
Experience of delivering services to specific quality standards
Additional Information
SEETEC PLUSS is one of the UK’s leading providers of employability and health services, supporting thousands of people to move into employment each year. Committed to empowering people to better their lives, Seetec Pluss supports individuals from all walks of life to enter and progress in the world of work. We create and source jobs and opportunities, and by focusing on people’s strengths we raise aspirations and help them overcome their barriers to work and develop the skills that employers are looking for. Together, we open up a world of opportunity to individuals and organisations, supporting them with their aspirations today so they can thrive in the future.
Seetec Pluss is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.
Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec support the recruitment of ex- offenders and will not discriminate in any way. Our full policy statement of “Ex-Offenders” can be found on our website under “About us”
Seetec Pluss is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
The Rapid Response Team will conduct all In-Work Support for participants from when they are referred to the scheme, as this is when they are most likely to need support in the early stages of securing work.
In the role of the Team Leader, you’ll primarily be responsible for leading and coordinating the In Work Support, within the In and Out of Hours Rapid Response Service. You’ll be responsible for the triaging and allocation of caseloads from our operational teams to the relevant In Work Support function across our contracts. You’ll also have the responsibility of overseeing the issuing and full compliance of the VEX (voucher) ordering process, to participants that require financial support.
Our ideal candidate will have experience within a contact centre environment as a Team Leader/Coach. Have strong coaching and people-development skills through call listening, along with excellent interpersonal, organisational and planning skills.
Rapid Response work is operated primarily via outbound calls both In-hours as well as an Out of Hours side of the service, providing an accessible support service from 08:30am to 19:30pm Monday to Thursday and on Saturdays between 9am to 12:00pm.
In return for your dedication, knowledge, and commitment, we’re offering a competitive salary range £29,858 to £32,585 p.a. (dependent on experience) with these great benefits:
25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
2 Volunteer Days
Company Pension Scheme - 5% Employee 5% Employer
Health Insurance Allowance
Employer Paid Healthcare Cash Plan, incl. 3 x salary life assurance
Annual Pay Review
Enhanced Maternity/Adoption and Paternity Pay Arrangements
Free access to BenefitHub – an online portal with access to a wide range of retail discounts, Life Assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
Refer a Friend Scheme
Interested? There’s an easy to apply route below to upload your CV!
If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200 .
Seetec Group is an employee-owned organisation and we continually pride ourselves on our sense of community, both in the incredible work we do throughout UK and Ireland, and internally with our Employee Owners. People are at the front, centre and heart of every service we provide and each decision we make.
Location: Exeter
Hours: 37 hours per week - working pattern of between 10:00am and 19:30pm Monday to Thursday and between 9am and 12noon on Saturdays with Fridays as a non-working
Closing Date: 6 August 2024
Key Responsibilities
Utilising CMS and our Call Platform reporting tools to collate performance data on an individual and In Work Support Team basis.
Complete daily performance tracker and analyse and interpret any emerging trends.
Manages day-to-day line activities towards achieving expected SLAs.
Conducts remote & F2F monthly performance reviews with CSA’s looking at call quality, Fallen Out of Work (FOOW) rates, participant management & spend, call times and engagement.
Skills and Experience
Essential
Proven experience within a contact centre environment as a Team Leader/Coach.
Positive, service-oriented attitude with proven experience in a customer service-related role
Ability to thrive in a fast-paced and sometimes high-pressure environment
Experience of a demand led high service environment.
Excellent leadership and communication skill
Experience of dealing with demanding customers and escalations.
Desirable
An understanding of the barriers unemployed job seekers face in obtaining a new job
Experience of working in a high-performance culture
Experience of delivering services to specific quality standards
Additional Information
SEETEC PLUSS is one of the UK’s leading providers of employability and health services, supporting thousands of people to move into employment each year. Committed to empowering people to better their lives, Seetec Pluss supports individuals from all walks of life to enter and progress in the world of work. We create and source jobs and opportunities, and by focusing on people’s strengths we raise aspirations and help them overcome their barriers to work and develop the skills that employers are looking for. Together, we open up a world of opportunity to individuals and organisations, supporting them with their aspirations today so they can thrive in the future.
Seetec Pluss is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values.
Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec support the recruitment of ex- offenders and will not discriminate in any way. Our full policy statement of “Ex-Offenders” can be found on our website under “About us”
Seetec Pluss is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.