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23

Advice And Information Team Leader Jobs in Coventry, West Midlands

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Closing in 2 days
British Heart Foundation, B37, Birmingham (Hybrid)
£32,000 per year + benefits
Posted 1 week ago
CoachBright, Remote
Starting salary of £42,057 plus £2,500 London weighting where applicable
We are looking for a self-motivated individual to lead our Programmes Team whilst our current Director of Programmes is on maternity leave.
Posted 2 days ago Quick Apply
Kinship, Remote
£26,500 per year (plus, London Weighting of £3,323 if applicable)
Join Us as a Peer Support Development Officer: Transform Lives and Empower Kinship Carers to Create a Nurturing Community!
Posted 1 day ago Quick Apply
Kinship, Remote
£29,500 per year plus London Weighting of £3,323 if applicable
Step into Leadership as a Senior Peer Support Development Officer: Inspire Change and Empower Kinship Carers to Build Connections!
Posted 2 days ago Quick Apply
Kinship, Remote
£29,000 per year
Lead Community Change as a Senior Peer Support Development Officer: Unite and Inspire Kinship Carers for Lasting Independence!
Posted 1 day ago Quick Apply
Kinship, Remote
£26,500 per year
Ignite Change as a Peer Support Development Officer. Empower Kinship Carers, Build Stronger Communities. Transform Lives for Brighter Future
Posted 1 day ago Quick Apply
Closing today at 23:30
Stroke Association, Remote
£26,700 per year
Posted 1 month ago
Closing in 2 days
Just Finance Foundation, Remote
£40,000 FTE pro rata - £24,000 actual
Posted 2 weeks ago Quick Apply
Closing in 7 days
Young Life International, Remote
£10,200 - £11,704 per year
Posted 3 weeks ago
Stroke Association, Remote
Circa £16,043 pa (inner £2,370 pa / outer £1,260 pa) London weighting FTE £26,700pa
Posted 1 week ago
Page 1 of 2
B37, Birmingham (Hybrid)
Birmingham, West Midlands
£32,000 per year + benefits
Full-time
Contract or temporary (18 month fixed term contract )

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

Are you an experienced Contact Centre Team Leader who can lead and inspire? Can you embody our values, ensuring our customers feel at the heart of everything we do?

If so, you could be the Contact Centre Team Leader we are looking for.

About the role 

 

As our Contact Centre Team Leader, you will lead a team of dedicated advisors, delivering exceptional service across various contact channels. You’ll inspire and develop your team, equipping them to excel in both inbound and outbound calls as well as other customer service activities. Ensuring team has the right tools and training, you’ll enable the team to deliver crucial information, support and expressions of gratitude on a wide range of topics, including locating health information, inquiries about our retail network, fundraising, event stewardship, and more.

You’ll also be the go-to expert to help the team swiftly resolve problems and complaints, benefiting both customers and the organisation. Overseeing all customer interactions and activities, you’ll help the team enhance the customer experience, build strong relationships, and drive income growth.

You’ll support and guide your team by setting performance goals, providing constructive feedback, conducting evaluations, and ensure their wellbeing. You’ll also identify and implement process improvements to boost efficiency and elevate the customer experience.

Taking ownership of the team’s performance, you’ll ensure they consistently meet and exceed KPIs and SLAs, as well as customer expectations. You’ll drive improvement by turning insights into actionable strategies, while being responsible for the team maintaining high standards of data accuracy and quality. You will also assist the Customer Service Manager in managing the wider team’s performance to meet or exceed targets and SLAs, as well as continuously improving your own performance. Collaborating closely with the Customer Service Manager, you’ll foster a culture of quality, fun, and continuous improvement.

We are looking to start someone in this role as soon as possible. 

About you

You have a proven track record in customer service leadership, ideally within a contact centre environment. You’re experienced at setting performance goals, offering constructive feedback, conducting evaluations, and ensuring your team’s wellbeing. Your experience includes handling both inbound and outbound calls, implementing and monitoring KPIs, and effectively managing complaints.

To excel in this role, you should have:

  • Outstanding IT skills, especially Microsoft Office, and familiarity with CRM systems and customer service software. Experience using a Helpdesk ticketing systems would be highly advantageous.
  • A strong understanding of contact centre best practices, tools, performance metrics, and KPIs.
  • Excellent written and verbal communication skills, including a great phone manner and strong presentation skills.
  • Exceptional attention to detail, strong administrative and time management skills, and a proactive, solution-focused approach.
  • Experience in conducting effective team meetings, delivering impactful updates, inspiring and motivating team members, and securing enthusiastic buy-in for changes and new initiatives.

Working arrangements

This is a 18 month fixed contract covering a secondment. 

Working hours are between 09:00am – 07:00pm, subject to business needs. Normal working hours are 09:00am to 05:00pm - Monday to Friday with flexibility to work Saturdays and 11:00am - 07:00pm during peak event season. 

At the BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office, at least one day each week, on average. At the moment the team typically go in once a week on Wednesday. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage

What We Offer:

When you join the BHF, you become part of our MyBHF Career Academy, where we'll help you grow, learn, and develop your career.

We offer our staff generous benefits, such as:

  • 30 days annual leave plus bank holidays.
  • Private medical insurance, dental health cover, and money towards gym membership.
  • Pension scheme with employer contribution up to 10%.
  • Full pay for 12 weeks for family leave including maternity, paternity and adoption leave.
  • Life assurance.
  • Extra paid leave of up to 10 days to support colleagues who may need more time off work to look after themselves or others close to them.

We care about the well-being of our employees through our Live Well. Work Well. Programme, which gives you activities, opportunities, and advice to help you live a healthy and happy life, both at home and at work. We embrace diversity and inclusion and encourage all our colleagues to be themselves.

Interview Process:

Our interview process involves two stages. The first stage will be a one way video interview. The second stage is planned to be in person interview which will take place through in person at our  Birmingham Office (B37 7YE) 

Posted by
British Heart Foundation View profile Organisation type Registered Charity Company size More than 1000

Our vision is a world free from the fear of heart and circulatory diseases.

British Heart Foundation logo Play
Posted on: 09 October 2024
Closing date: 21 October 2024 at 14:02
Tags: Administration,Advice / Information,Fundraising,Customer Service,CRM,Customer support,Data Entry,Database Management,Helpline,Mentoring / Coaching,Monitoring and Evaluation,Office Management