Job Description

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.

Job Overview

As a CATI Lead, you will join our CATI Team in managing , coaching and supporting a remote team of telephone interviewers, delivering first-class fieldwork service to our housing sector clients who wish to understand their resident's opinions and needs. As Acuity's team of telephone interviewers continues to grow, we have a requirement for some additional leadership within the CATI Team.

Location

In the main this role is remote, however ability to travel for meetings throughout the year required.

Responsibilities

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)

Hours:

Full time hours with the CATI calling hours of Mon-Fri 9am-8pm and Saturday 10am-6pm - a commitment to some evening and weekend work within these hours will be expected.

As an Acuity employee you will benefit from 25 days annual leave pro rata + bank holidays plus an extra day off on your birthday and inclusion on the company pension scheme where applicable.

Pay listed is based on full time equivalent

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

Personal Behaviours and Style

An enthusiastic 'can do' approach Commitment to producing high quality work Commitment to Acuity's policies and procedures Keen to learn and be part of an expanding team
If you are an enthusiastic individual looking to take on a CATI Lead role within our organisation, we encourage you to apply and join our dynamic team!

Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Casual dress Company pension Work from home
Education:

GCSE or equivalent (preferred)
Experience:

staff management/supervisory: 1 year (required) Market Research or Customer Service: 1 year (required)
Work Location: Remote