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Out of Hours Call Centre Supervisor

Job Title: Out of Hours Call Centre Supervisor
Contract Type: Permanent
Location: Enfield Town
Start Date: March 2020
Reference: WG431
Job Published: March 06, 2020 11:18

Job Description

We have an opportunity for an Out of Hours Call Centre Supervisor to join our Living Space team based in Enfield. The main purpose of this role will be to supervise the Out Of Hours Call Centre Team, to ensure an effective and efficient service is provided. 


Key Accountabilities will include:


To ensure the team is planned and managed effectively to ensure internal and client KPI’s are met in terms of call handling time and task completion.
Supervisor advisors, ensuring adherence to policy and processes and professional customer service.  To provide technical support to the advisors to ensure calls actioned correctly.
To provide ongoing training and coaching to advisors to ensure that all staff are skilled and up to date with current client requirements.
To monitor, report on performance and provide an action plan of to correct any failing responsibilities within the team.

We are looking for an individual with a strong knowledge of repairs and maintenance, including basic training, health and safety and Housing Management system knowledge with a background in planning, scheduling or similar.


To be successful in this role you will be a flexible and adaptable individual and team player who can manage their own workload and is able to motivate a team during times of high call demand.


Why Wates?

Wates Group was established in 1897 and it is now one of the largest, most successful family-owned private construction, development and property services companies in the UK.

We employ around 4,000 people, working with a diverse range of clients and partners from across the public and private sectors.

Within the Group, Wates Living Space help some of the UK's local authorities and housing associations to manage their commitments to create better living environments in their respective areas so that they can keep the local communities happy and thriving. We do that by providing a range of services across the country to build, refurbish, maintain and fix properties and houses which makes for some very interesting, challenging and varied work for our own people.

Our work is guided by inspiring better ways of creating the places, communities and businesses of tomorrow. Our environmental and social sustainability programmes continue to demonstrate our commitment to creating safer, better places for people and communities to thrive. As part of our effort to tackle mental health issues, we signed the Building Mental Health Charter in 2018 and have since trained more than 180 employees as Mental Health First Aiders.

As a responsible and inclusive employer, we are committed to equality and proud to have been recognised for this through a range of accolades including gold accreditations with both Investors in People and C2E (Committed to Equality).

Our In-house Recruitment Team embrace diversity and are focused on finding the best people to join us here at Wates. Apply today and one of our team will be in contact.