Overview

Salary: £25,000pa to £27,000pa + great benefits

Shift hours: Full Time

We currently have a great opportunity for a Command Centre Team Leader available within Sodexo.  To be successful you will have experience of working and leading a team within a helpdesk/call centre environment; you will have excellent attention to detail, be a proactive problem solver and have outstanding customer service skills. You will be process driven and be responsible for managing a team of up to 12 Advisors; the ability to engage, motivate and coach your team will be key to your success.

  • Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
  • Handle inbound and outbound calls and tasks
  • Ensuring a prompt and efficient service, accurate and meaningful processes, identifying needs, process improvements, opportunities and weaknesses, becoming our primary customer and staff interface.
  • To support the management team on the roll-out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures
  • To deputise as required for other Team Leads and carry out other duties as required and as are commensurate with your banding and experience.
  • To assist in the recruitment process
  • To establish and maintain excellent customer relationships and develop confidence in our systems and processes.
  • Provide continual evaluation processes and procedures, and suggest methods to improve areas of operation, efficiency and service to both internal and external customers.
  • Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.
  • Ensure Sodexo’s commitment to ethical principles and sustainable development are achieved and maintained.
  • Ensure compliance with all Sodexo policies, procedures and directives

 

  • Consistent and proven experience in the Contact Centre / Service Centre environment
  • Experience in People leadership and the effective running of teams
  • Ability to lead a team in a rapidly changing environment
  • Ability to handle multiple priorities in a fast-paced work environment
  • Customer focused and responsive
  • Demonstrated ability to coach & develop individuals and the team
  • Advanced computer skills in Microsoft Excel and Word
  • Advanced knowledge of and skills in CMMS applications
  • Analytical and decision-making skills
  • Excellent communication (verbal & written) skills at all levels
  • Self-motivated, confident, honest and flexible, with a professional work ethic
  • Relationship building and influencing capabilities
  • Demonstrated experience in implementing, evaluating, and improving business processes
  • A strong commitment to Zero Harm and a strong safety culture
  • Exceptional attention to detail
  • Ability to deliver exceptional customer service to both internal and external stakeholders
  • Self-starter with the ability to achieve results

 

Reference: SDX/TP/RF6713/SO

Location: Leeds Thorpe Park, England