We have a fantastic opportunity for a Control Room Planning Team Leader to join our team based in Banbury. This role is permanent/full time. Hours are rotational – Week1 7:00-15:00, Week 2 09:00-17:00, Week 3 12:00-20:00.
Benefits
* £13.50 per hour
* Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
* 24/7 online/telephone GP Consultation and access to prescriptions.
* 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
* Cash‑plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
* Access to mental health consultations.
* Access to physiotherapy consultations.
* Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
* Financial guidance re retirement planning, tax savings and state benefits.
* Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5‑year intervals with an increase in annual leave.
* Values‑based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
* Refer a Friend recruitment incentive scheme with financial rewards.
* The EMED foundation, to provide support to colleagues and our local communities.
* Paid holiday entitlement.
* Pension Scheme.
* Blue Light Card.
* Uniform provided.
* EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
* Flu vaccination (through an internal campaign in Autumn/Winter)
Role Responsibilities
The role of the Control Room Planning Team Leader is to closely monitor all call taking activities and contract performance throughout the course of the day, ensuring that there is an effective service across all contracts.
You will be working alongside two further Team Leaders to ensure that we are planning and dispatching effectively across our contracts.
In this role, you will be responsible for monitoring and managing call demand, identifying issues and dealing with and where appropriate, escalating any expected challenges or risks ahead of any issues arising. You will act as a point of escalation for on the day service queries and concerns and look to resolve to prevent further escalation and complaints.
A key responsibility of the Control Room Planning Team Leader is line management to all call handlers. You will be supporting them to ensure the successful completion of their role including call audits, HR management and ensuring they have a full understanding of the contract’s expectations and KPIs.
Person Specification
* Strong organisational, analytical and problem‑solving skills with proven ability to multi‑task and prioritise your workload, as required.
* Meticulous attention to detail.
* Confident using Microsoft packages – Excel, Word, Outlook etc.
* Minimum of 2 years people supervisory/management experience, ideally within a call centre or a similar environment.
* Excellent written and verbal communication skills with proven ability to engage at all levels within organisation.
* Familiar with working towards targets and KPIs.
* Sociable, approachable and people focused.
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