Rydon’s dynamic, supportive and fun inbound Contact Centre has an opportunity for a Team Leader to join us on an 18 month maternity cover basis. Our Contract centre is in Dartford, Kent and the position would be offered on a hybrid working basis, 4 days in the office and 1 day per week from home. It's a fun and sociable office which promotes an inclusive culture. Every successful customer service centre is a reflection of the people who work in it and our call centre is no exception to this rule, it really is our people that make the difference.

Rydon Maintenance provides a range of expert planned and responsive maintenance services to domestic properties and commercial buildings in the social housing, health and social care sectors. We look after a growing number of healthcare buildings for NHS Trusts, residential homes and educational facilities. Using the latest technology we ensure properties are well maintained, efficient and fit for purpose.

Job Purpose

Do you have Team Management experience and a passion for great Customer Service This role could be great for you!

Reporting to the Contact Centre Manager you will ensure your team's SLAs, performance targets and quality measures are achieved whilst developing members of your team through coaching and training and identifying areas of improvements within the call centre.

Other key duties include: 

• Monitoring quality, ensuring our reporting systems are fully up to date and auditable and that the correct procedures have been followed;
• Liaise with Supervisors on a day to day basis to eliminate any issues that may lead to repairs running over deadline;
• Monitor live wallboards to ensure the contractual Service Level Agreements are achieved across the whole Contact Centre;
• Management of Absence Line; resolving queries and arranging rota
• Whilst embracing and encouraging company culture among your team, you will also ensure 1-2-1 meetings are held, reviewing performance against set grading guidelines, ensuring appropriate support and development is being provided along with managing any HR related actions within your team
• Attend weekly meetings for all required contracts, ensuring adequate preparation has taken place to maintain client confidence
• With the support of the Contact Centre Manager assist with the recruitment of new Schedulers and Customer Service Operators as required

This position is offered on a 18 month FTC basis to cover maternity leave. Working hours are 41 per week, Monday to Friday, 3 days 8am to 5pm and 2 days 7:30am to 5pm.

What we can offer you:

• Competitive Starting Salary
• Holiday Entitlement: 33 days per annum (inclusive of bank holidays)
• Pension Scheme: 4% contributory.
• Health Cash Plan: helping you spread the cost of essential healthcare
• 24/7 EAP Service: free advice, counselling and support for you and your family whenever you need it.
• Wellbeing and mental health champions readily available at work.
• Access to an employee discount scheme which includes a wide-range of special offers and discounts on insurances, lifestyle goods and services.
• Flexible benefits for you to choose from including Critical Illness, DenPlan and Cycle to work schemes.
• Free Flu Vaccinations
• Full training, ongoing coaching and support
• Opportunities to progress your career across the business

Our Customer Service team has a vibrant and friendly, family culture. If you put the customer at the heart of everything you do, can motivate and inspire a team, we want to hear from you!

Experience Required

To join our fun and energetic team you will need a passion for great customer service, be self-motivated with a great personality and have the ability to lead and work as part of a team. As the successful candidate you will be able to demonstrate a strong track record of customer service team leader experience. You will have an understanding of compliance (ie. KPIs and SLAs), have excellent communication skills, with the ability to mentor and coach to successfully develop your team.

Additional Information

As a well established, progressive company we are committed to attracting and retaining individuals by offering an excellent benefits package that includes a wide range of core and voluntary benefits.

Rydon is an equal opportunities employer and promotes diversity in employment. Successful candidates will be selected solely on their ability to carry out the duties of the post.  

To apply online, please use the 'apply for this job link' at the top of this page to be redirected to our dedicated careers page to complete your application.