Job Description

The Role

Fortem Solutions are currently recruiting for a Contact Centre Team Leader to join our Out of Hours Call Centre team. This role will be based remote to begin with but training will be in the Hitchin Head office, so you will need to live close by. This is a permanent position. Weekly working pattern is: Monday to Thursday - 11pm - 8am (finishing Friday morning) Totaling to 32 hours per working week (8 hrs per day with 1 hour lunch break).

The Customer

Here at Fortem we are committed to delivering an excellent service to our clients and tenants alike. 24/7 innovative Smart Hub that is the heartbeat of our business and allow us to continuously improve our service through exciting technology and dedicated colleagues. Your commitment, ideas and drive will help to shape this service offering. Our Out of Hours Call Centre team provide an efficient and customer focused service, to a range of customers with a variety of needs in response to service requests and emergency support relating to property maintenance situations.

Duties and Responsibilities

o Leading and managing a team off call centre operatives o Monitoring and evaluating operator performance, providing learning opportunities, in the moment coaching and sharing best practice. o Managing the flow of inbound and outbound calls o Training and onboarding new team members to ensure understanding of processes and practices o Addressing and resolving customer complaints and issues in a timely and empathetic manner. o Supporting the development and roll out of new ways of working, processes and technology, as they become available to the Smart Hub teams

What You Will Need

Essential Criteria: o Experience leading a team in a Customer Service environment o Excellent telephone manner with proven track record of dealing with customer service and complaint handling. o Excellent communication skills both written and verbal. o Experience on a variety of systems and a robust understanding of core IT skills. o Interpersonal skills with the ability to engage people and build strong working relationships at all levels, both in house and externally. Desirable Criteria: o Experience in social housing repairs & maintenance.

Benefits

o Competitive Annual Salary o Pay review every year o Discounted gym memberships at national and local gyms o Up to 3,000 colleague referral fee o Vast directory of training on bespoke in-house Learning Management System o Other benefits including Private pension, Life Insurance, dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

Who We Are

We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services. Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers.We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community. If you need any assistance with your application, please contact our team at recruitment@fortem.co.uk

Job Reference: FOR04400