Contact Centre Team Leader

Team Overview

The role of Consumer Contact Team (CCT) is to support the interests of citizens/consumers in accordance with the Communications Act 2003 & Online Safety Bill.

Purpose of the Role

The primary purpose of this role is to lead a team who assist consumers contacting Ofcom regarding Online Safety issues. The team will collate complaints information through multiple channels (phone, web, email and Social Media) and provide complainants with advice on how best to take forward their issue.

We aim to deliver best-in-class customer service with a consistent feel and professional approach, supported by business processes and an induction training framework that represent industry best practice.

Key responsibilities

• Achieve KPI’s/SLA’s across all contact types (calls, written, web & social media)
• Forecast, plan & manage resources to ensure that operational demand is met
• Set objectives, coach and develop colleagues in order to continually improve the team or the individual
• Build team knowledge and processes, including system changes/requirements
• Assess complaint/contact trends and their relevance quickly to ensure the team has the correct information to provide to complainants, and ensure that the wider business is aware of large complaint drivers
• Work collaboratively with colleagues in key affiliated business areas

Skills, Knowledge and experience

• Previous leadership experience of a multi channel team (calls, written, web & social media)
• Experience of team creation and development
• High standard of written and oral communication skills
• Excellent organisation skills with the ability to maintain focus when under pressure
• Resilience when handling sensitive issues
• Ability to motivate and lead individuals
• A passion for exceeding customer expectations and for customer service delivery
• Flexibility and ability to act on own initiative.