Switchboard Team Leader

at  The University of Manchester

The role of Switchboard Team Leader is to lead and mentor the switchboard staff, by ensuring that the team are delivering great customer service and are supported in their roles and careers.
The Switchboard function exists to ensure that callers to the University can connect seamlessly to the University staff they wish to contact. The Switchboard is the ‘front door’ to the University and often the first contact point for prospective students, parents, new staff and members of the public. It is vital that this team provides a good first impression of the University.

To role holder will:

• Lead a small team, providing great customer service to people calling the University.
• Ensure the team follow all the agreed switchboard procedures.
• Mentor and coach team members to improve their individual performance and support their career development.
• Act as a point of escalation for team members when unable to address queries raised by callers.
• Work with other areas of University to resolve callers’ issues and connect them to the right individuals and departments.

What can you expect in return
The University will actively foster a culture of inclusion and diversity and will seek to achieve true equality of opportunity for all members of its community.

What you will get in return:

• Fantastic market leading Pension scheme
• Excellent employee health and wellbeing services including an Employee Assistance Programme
• Exceptional starting annual leave entitlement, plus bank holidays
• Additional paid closure over the Christmas period
• Local and national discounts at a range of major retailers

Please note, under the new immigration rules this role is not eligible for sponsorship under the Skilled Worker route of the Points Based System. Candidates will need to be able to demonstrate their right to work in the UK in order to be eligible to take up the post.
As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.
Our University is positive about flexible working you can find out more here

• Lead a small team, providing great customer service to people calling the University.
• Ensure the team follow all the agreed switchboard procedures.
• Mentor and coach team members to improve their individual performance and support their career development.
• Act as a point of escalation for team members when unable to address queries raised by callers.
• Work with other areas of University to resolve callers’ issues and connect them to the right individuals and departments