Welcome to Shared Services Connected Ltd

Contact Centre Team Leader

Roles in this level carry out a range of defined core administrative, operational and/or technical activities within a section or department. They work independently whilst reacting to changing circumstances.

Roles at this level will provide a range of straightforward, routine services often as part of a team engaged in similar activities.

They involve responding to routine queries, issues or circumstances, and referring any unusual or non-routine situations to others.

Key responsibilities:

  •  First point of contact for CITB customers when they call for support.
  • Answer incoming calls within the time specified by the agreed service levels.
  • Provide outstanding customer service using various communication methods i.e.: verbal and written
  • Manage customer expectations, interact and display professionalism at all times.
  • Ascertain the relevant information and call details to ensure right communication.
  • Adhere to SSCL Newcastle Quality Framework, ensuring Key Performance Indicators are met daily and monthly and accuracy targets are achieved.
  • Take responsibility to ensure continuous improvement in customer service.
  • Manage difficult customers displaying professionalism at all times.
  • Provide clear and concise responses on service on all calls/e-mails without using any departmental jargon.
  • Ensure all information which is issued to the customer meets the department security standards
  • Demonstrate flexibility to support SSCL in meeting organizational objectives
  • Escalate issues to the Contact Centre manager.
  • All candidates must also be willing to undertake additional training as and when required to support role/business.
  • Conducting regular 121’s, providing constructive feedback.
  • Identifying and addressing any performance or behaviour issues while demonstrating a fair and consistent approach. Liaising with HR for guidance and support.
  • Quality monitoring agents to improve quality to minimise errors and track performance.
  • Maintaining attendance management of team.
  • Taking ownership of any escalations/complaints, both telephony and written.
  • Conducting daily huddles, communicating key updates, highlighting any issues trends. Reviewing previous day’s performance and a forward look at the day ahead.
  • Manage a team of approximately 15 contact centre agents.
  • Support the business analyst with real time management using (CMS) monitoring availability, after call work, breaks, aux codes and login. Identifying if any support is needed.

Essential skills:

  •  Customer Service experience and call handling skills.
  • Good communication skills – both verbal and written;
  • Good Microsoft IT skills – including Word, Excel, Outlook and PowerPoint.
  • Good organisational and planning skills.
  • Articulate & able to develop good working relationships with colleagues & clients
  • Able to use initiative & exercise sound judgement.
  • Able to coach & mentor team members

Posted: 17/01/2020

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Our Services

Finance & Accounting, HR & Payroll and Procurement plus specialist Government and Police-specific services.
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Three Cherry Trees Lane,
Hemel Hempstead,

SSCL is a trading name of
Shared Services Connected Ltd
Registered in England.

Registration No.

Registered Address:
Three Cherry Trees Lane,
Hemel Hempstead,