Call Handler Team Lead Part Time

The Portfolio Group

INFORMATION LEAD

LOCATION: MANCHESTER, OFFICE BASED

SALARY: 26.5- 27.5K DOE + FANTASTIC BENEFITS

Become our Information Lead

Are you a natural problem-solver with exceptional communication skills? Do you excel in leading teams and providing top-notch customer service experience? If you are ready to take the next step in your career, we invite you to join us as an Information Lead. In this role you will oversee a team of dedicated call handlers, ensuring seamless operations, delivering exceptional service, and continuously improving processes. Join our team and lead the way in providing outstanding customer support!

THE ROLE

We are recruiting for an Information Lead who will assist the Information Consultants Advisors in their daily objectives by providing them with assistance and support, ensuring that the team deliver an exceptional service. You will be on the front line of the service working alongside the counselling and legal teams, triaging overflow calls coming into the service and offering in the moment reassurance to clients accessing the helpline, transferring them to counsellors and legal specialists as quickly as possible.

DAY TO DAY RESPONSIBILITIES

• To provide an efficient and effective telephone service to all callers in line with SLA’s, client expectations, daily goals including transfer percentage, one call resolutions and overflow.
• Lead and support the team to maintain required productivity levels, ensuring that they are achieving service levels and daily goals.
• demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed.
• Ensure the team greet clients appropriately, exploring the clients’ situation and identifying the next steps, including assessing the risk/urgency of the issue and prioritising immediate support for clients by achieving a transfer percentage of 60% or more.
• Ensure that personal knowledge of the helpline’s services and bespoke clients is continually developing, and that departmental procedures and protocols are always adhered to.
• Providing in the moment feedback and coaching to the Advisors as well as reviewing quality assessments and training.
• To monitor call volumes and individual call states to ensure the teams are available for calls at all opportunities.
• Be a point of contact for clients and organisations with queries in the absence of the Advisory Floor Manager.
• Ability to provide in the moment support to the Advisors and support with any case queries.
• Completion of daily call quality assessments and live listening to provide management with regular team insight and reports.
• Organising and attending team meetings, bi-annual reviews, quarterly development days as reasonably required.
• Identifying areas where the Advice team can enhance their contribution to the organisation.

WHAT YOU BRING TO THE TEAM

• Track record of meeting and exceeding KPI’s and targets and a desire to instil the same behaviours into the team.
• Excellent communication and written skills and an ability to provide great customer service.
• Self-sufficient, innovative, and driven with the ability to work independently or as part of a team whilst being able to appropriately prioritise workload.
• Supervisory or managerial experience
• Ability to work with telephony and IT systems with experience of using Microsoft Office
• Ability to work as part of a team.
• Experience working on inbound phone lines.

BENEFITS

• 25 days’ holiday, plus bank holidays
• Day off on your birthday
• Cash plan for you (and your children, if any)
• Holidays increase after 2-and 5- years’ service
• Contractual sick pay
• Private medical insurance after 5 years’ service
• Pension Plan and Life Insurance
• Pension plan contributions increase after 5- and 7-years’ service.
• Holiday season bonus after 3 years’ service
• Profit share scheme.
• Season ticket loan scheme.
• Cycle to work scheme.
• Access to Employee Assistance Programme
• Free breakfast every Monday and social sessions on the last Friday of the month
• with free food and drink – we call this Fab Friday!
• Company incentives, access to discount schemes

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