Affinity Water - Contact Centre Team Leader (Fixed Term Contract)
Affinity Water has a fantastic development opportunity to become a Contact Centre Team Leader on a fixed-term contract for 4 months.
If you are looking to develop existing skills or take on a new challenge, click here and apply today!
The Role:
This role involves managing a team of front-line Advisors to deliver outstanding customer experiences focused on resolve first time, every time, by positively achieving challenging Key Performance Indicators (KPIs).
What you'll be doing:
* Ensure regulatory compliance standards are consistently achieved (DPA, customer records) along with a thorough knowledge of C-MeX.
* Coach, lead, and support the team to deliver a positive customer experience efficiently, with a resolve first time, every time approach.
* Manage underperformance within the team and support with effective development plans, maintaining attrition levels within plan.
* Be an inspirational and creative leader with excellent communication skills (both written and verbal).
* Build strong business relationships with team members, identify training and coaching needs, and deliver accordingly.
* Promote a culture of diversity and inclusivity throughout the workplace.
* Confidently manage operational incidents, prioritizing customer and team wellbeing when making critical decisions.
What you'll need:
* Ability to empower and engage the team, making Affinity Water a great place to work.
* Professional leadership skills to motivate and inspire, ensuring clear expectations and providing regular, meaningful feedback.
* Good organizational and time management skills with the ability to plan, problem-solve, and prioritize.
* Ability to manage operational incidents, prioritizing customer and team wellbeing during critical decisions.
This role requires participation in a 1 in 6 weekend standby rota.
Benefits:
* Salary dependent on experience.
* Operational shift pattern: 07:00am - 8:00pm, Monday to Sunday, with one weekend in 6 on standby.
* 37 hours per week.
* Learning and development opportunities, including mentoring, formal courses, and open learning resources.
* Entry into the company annual bonus scheme.
* Annual leave starting from 24 days, increasing with service, with options to purchase additional days.
* A ‘Celebration Day’ annually for personal or cultural celebrations.
* Double match pension scheme (company contributions capped at 12%).
* Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave, and paid Carers Leave.
* Policies supporting menopause and reasonable adjustments.
* Access to Wellbeing Centre for physical and mental health support.
* Discounts at retail outlets and on dental and medical insurance.
* Up to 4 community volunteering days per year.
* Life Assurance.
* Disability confident initiatives; contact Talent Acquisition Partner for alternative application formats.
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