SKILLS REQUIRED

• Able to support and coach a team to improve services provided.
• Be very comfortable to operate in a changing and evolving environment, enjoying the challenge, and embracing change with a positive attitude.
• Possess good interpersonal skills and ability to communicate at all levels in a professional manner being able to challenge and be challenged.
• Able to communicate with the workforce and be able to remain professional even when issues are contentious.
• Be comfortable in dealing with all staff to motivate and direct them to assist you in improving the service.
• Have good computer skills in MS Office and be comfortable in using job management systems.
• Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.
• Proactive in identifying your development needs and doing something to overcome them.
• Be a team player by understanding what it is to be part of a team sharing experiences and learning.

KNOWLEDGE REQUIRED

• Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken be each trade group. Worked in a Call Centre/Office environment

QUALIFICATION REQUIRED

• GCSE or equivalent grade C or above in Maths and English.
  If you feel you have the skills and experience to become our Team Leader, then please click “apply” now – We’d love to hear from you! The company is an Equal Opportunities employer and a member of the Disability Confident Scheme, and are also a member of the Hampshire Construction Training Association

You will be working in a call centre environment with Office Supervisors, Call Handlers and Resource Controllers. Your primary responsibility will be supporting the Office Supervisors to deliver the right work at the right time. You will be a mentor and coach to all Call Handlers ensuring they are preforming their role effectively and efficiently. To succeed in this role, it is essential you have a positive, professional, and versatile attitude at all times. You will need to demonstrate good leadership skills with an ability to transfer your skills, experience, and knowledge to others. The key activities you will undertake in this role will be:

• Ensure you understand the end-to-end process of delivering the perfect repair for the customer and the key responsibilities in achieving this for all the roles involved in this process.
• Coach the Call Handlers in following the correct process (Value and Enabling Steps) feeding back to the Office Supervisors when trends or issues occur so that improvements can be made to the process by each individual.
• Ensure that Call Handlers record accurate and valuable information directly into Mountjoy’s Job Management System and the Client Repairs Database that will help us to deliver great customer service, learn and improve.
• Sit in and support the Office Supervisors when they are undertaking 1-2-1s
• Feed back to the Office Supervisors when there are issues and poor performance within the team to achieve a positive outcome for the company and contract.
• Provide cover for the Office Supervisors in periods of absence.
• To support the team in busy periods by answering calls and helping with administrative tasks.
• To be responsible for opening /locking up the office when required.
• You are responsible for your own Health & Safety and are expected to work with the Company and your line manger to ensure safety guidelines are followed and adhered.
• To live the Mountjoy ethos and values at all times with whoever you deal or engage with.