COMPANY OVERVIEW

Acuity is a leading market research provider in the social housing sector, running over 250 surveys and interviewing around 200,000 residents each year. We build long-term relationships with our clients, delivering research, analysis and insight, that enables them to improve their services and provide the best possible service to their residents.

WHO WE ARE LOOKING FOR

• Experience in Staff management essential
• Excellent communication and interpersonal skills essential
• Market research experience is essential.
• Self motivated with ability to organise and plan own work
• Attention to detail ability to work within deadlines
• Experience of data security, GDPR and safeguarding issues
• Sound I.T basis who are capable of monitoring the key aspects of Interviewer performance and coaching individuals.
• Proactive with a can do attitude

DESIRABLE KNOWLEDGE

• Experience using Wurkforce , Forsta platforms and/or automatic dialling software
• GCSE English and Maths

SKILLS AND ABILITIES

• Good communication & people skills
• Excellent organisational and leadership skills
• Fluent in written and oral English essential
• Attention to detail
• Ability to handle difficult situations
• Ability to handle confidential and sensitive information
• Self-motivated, with ability to organise and plan own work
• Ability to work within deadlines
• Ability to input data accurately and maintain office data systems
• Ability to use own initiative when appropriate and refer to manager when in doubt
• Confident telephone manner

• Successful delivery of all CATI telephone fieldwork, helping to deliver to time, budget and quality specifications
• Manage and motivate a team of telephone interviewers
• Monitor, support and provide guidance to Telephone Interviewers. Assisting new and more experienced interviewers with queries as and when they arise and being on hand to resolve problems and assist with any technical issues.
• Train, brief/coach interviewers on interviewing techniques and data quality standards
• Recruitment and onboarding of new interviewers.
• Assist the CATI Team in monitoring performance of Telephone Interviewers either through live monitoring, conducting regular call monitoring of surveys or via our telephone interview platforms ensuring strong performance levels through your feedback, coaching and follow up actions
• Covering interviewer shifts, providing advice and support to Interviewers, answering queries, ensuring all interviewers have access to the correct projects and approving shifts
• Scheduling of work and Interviewer hours
• Delivery of training and maintaining training records
• Setting up and providing briefing notes/survey details as and where required
• Responsible for the call centre management on set days
• Track progress against key performance indicators for the department
• Annual interviewer reviews
  The CATI Lead will be employed, full time 37.5hrs per week (hours to be agreed but will include some evenings and some Saturdays)