Contact Centre Team Manager (12 month FTC)

Location: Bristol Head Office

Hours and Shifts: 37.5 hours per week. Working 8-10 hours a day between 7am and 10pm. Monday - Friday (occasional weekend working and night shifts)

The Role

As part of the leadership team, you`ll be a vital part of service delivery within Unite Students. Our Contact Centre provides 24/7 expert support on a whole range of matters, from selling our rooms to dealing with emergency incidents. But we don`t just respond to queries and help our customers, we also use our knowledge, data, and insight to let the rest of the business know where we can improve. It`s an exciting place to be and, as a Contact Centre Team Manager, you`ll inspire, motivate, and lead your own team of Leads and Advisors to success.

What You`ll Be Doing

Customer Focus

• Developing a sound understanding of the roles, teams and procedures that support effective service delivery at Unite Students; thorough knowledge of Contact Centre Advisors day-to-day duties and ensuring these have been delivered to a high standard
• Developing and embedding service standards across all Contact Centre channels; overseeing a programme to carry out quality assurance checks and celebrating successful interactions/coaching advisors on improvements as needed
• Ensuring the team are seeing through all queries and handling escalated concerns if needed, to ensure complete resolution is achieved
• Understanding the "Unite Style" programme at Unite Students and embedding this into communication, training and quality assurance; being able to identify when this has not been delivered and putting together/supporting employee through performance improvement plans to rectify this

Teamwork

• Celebrating team success, performance achievements and recognising those that are meeting or exceeding service delivery standards
• Highlighting examples of excellent customer service/Service Style with advisors and leadership team
• Addressing any performance or behaviour concerns with advisors as seen and following the internal disciplinary procedures as needed
• Co-ordinating and providing key support in emergencies and following up with the Contact Centre Manager on any key learnings
• Identifying training needs and working with Contact Centre Manger and colleagues to ensure training materials are delivered to team members, and followed up to ensure learnings have been embedded
• Delivering 1:1 or group training sessions; overseeing Leadership Team to ensure full operational calendar is accounted for within training
• Proactively building a positive and high performing emergency response, service and sales ethos
• Working effectively with core support functions and service delivery functions
• Fostering effective working relationships with third party suppliers, highlighting any performance concerns with Contact Centre Manager
• Deputising for Manager or fellow Team Managers when require

Administration

• Managing overall Contact Centre presentation; ensuring that environment is upheld to a high standard and that any concerns or requirements are reported to the Office Services team
• Overseeing rota and shift structure
• Conducting Contact Centre interviews, assessment centres and hiring new employees in-line with our on-boarding process
• Overseeing and signing off probation periods for Contact Centre Advisors; or delegating to Leadership Team through Direct Reports as needed
• Contributing to weekly/monthly reports, including summary of any customer experience, compliance or performance issues in addition to inbound volumes reporting/advisor efficiency
• Excellent knowledge of service delivery support tools and ongoing contribution to keeping these up to date and accurate

Compliance

• Ensuring that Health and Safety legislation is adhered to at all times
• Maintaining an awareness of current legislation concerning Health and Safety, Data Protection/GDPR and compliance
• To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements.
• Delivering central processes and conducting all duties in line with Unite Students policy and procedure
• Ensuring incidents are reported via the correct channels
• Ensuring a safe and secure environment at all times
• Fulfilling the varied administration and auditing requirements

What We`re Looking for in You

• Coming from a customer-centric background and having exceptional customer service skills
• Commercial awareness and the ability to balance business-needs with that of our customers and employees
• Great oral and written communication skills; confident in one-to-one exchanges and speaking in front of large groups of people alike
• Ability to resolve challenging situations in a calm, professional and effective way
• Computer literate, including all standard software (such as Microsoft Office), confident with navigating new systems
• Ability to manage own time effectively, prioritising tasks when required, multitasking and delivering high-quality work to deadlines
• Strong coaching and performance background
• An energetic and motivated individual who can work at pace whilst maintaining accuracy
• Experience in leading large teams and managing own direct-reports
• Experience deputising for senior roles

What You`ll Get in Return

• An annual bonus so you can share in the company`s success
• 25 days` paid holiday
• Pension - based on how much you save, we`ll contribute 1% more
• Shared Parental Leave - 18 weeks full pay
• Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more!

About Unite Students

Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students, neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

We are US.