EAST THAMES GROUP
JOB PROFILE
ROLE TITLE
JOB FAMILY
GRADE
LOCATION
ACCOUNTABLE TO
ACCOUNTABLE FOR
BUDGET RESPONSIBILITIES
Contact Centre Quality and Performance Manager
Customer and Business Support
C4
West Ham Lane
Head of Customer Services
8 x Customer Contact Advisers
N/A
JOB PURPOSE
The post-holder is accountable for leading and managing a team of advisers in the delivery of customer
service excellence, across a range of contact channels, maximising resolution at first point of contact
PRINCIPLE ACCOUNTABLITIES & RESPONSIBILITIES
Customer Service
1. To support the centre by providing front line services to customers at times of peak demand
2. To participate in reviewing and improving policies, procedures and systems to make services more
efficient and effective
3. To work together with other Team Managers to ensure someone walks the floor on a daily basis to
ensure the advisers are always supported
4. To quality monitor repairs calls and feedback to both the contractor and internal management
teams
5. To work with all parts of the business to develop close working relationships ensuring the services
delivered through the contact centre are up to date and to standard
6. To liaise closely with all parts of the business ensuring that a seamless service is provided to
customers.
7. To take and resolve escalated calls giving feedback to team members as required
8. To spend one day per month taking calls to understand demands on team members and to ensure
that processes are fit for purpose
9. To encourage the empowerment of Customer Contact advisers to take full responsibility for their
calls on a right first time basis, identifying and eliminating barriers to providing such a service
EAST THAMES GROUP
Team
10. To deliver a range of motivational performance management activities to effectively manage a
team of customer service advisers to ensure a responsive and effective service is provided to the
highest standards of customer care.
11. To coach and mentor members of your team to enable them to deliver an excellent service based
on customer service principles and practice
12. To quality monitor members of your team to ensure both verbal and written communication is of
a high standard
13. To monitor responses to enquiries during quality coaching to ensure team members are providing
a prompt and efficient service maximising opportunities for right first time resolution
14. To ensure members of the team are fully trained in using the association’s policies, procedures
and corporate systems to provide agreed standards of service efficiently and effectively
15. To use corporate policies and procedures to ensure advisers pass their probation and comply with
sickness and lateness standards
16. To act as a super user for corporate systems to enable training and best practice across the service
17. To provide the advisers with monthly Achievement Records to enable them to take a proactive
approach to their own development and improvement
18. To hold regular team meetings ensuring that monthly meetings are consistent across the whole
service
General
19. To assist the Contact Centre manager with Assessment Days and the recruitment of high calibre
staff
20. To deputise for the Contact Centre manager at various meetings in respect of the contact centre
21. To positively promote the organisation’s Equal Opportunities and Health & Safety policies and
procedures, ensuring all team members apply these at all times to aspects of their work.
22. To work outside normal working hours, including Saturdays and attend events as required.
23. To attend internal and external meetings as required
24. To undertake such other duties as are appropriate to meeting the responsibilities set out in this
job description and which are commensurate with the grade.
Performance Measures
Customer Experience
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Improve the quality of the services provided by the contact centre
Provide a motivational environment for the team
Assist team members to maximise a right first time service delivery
Assist the Contact Centre manager through delegated activities in their
responsibilities in ensuring improvements to the service are achieved
Ensure best practice is adopted
EAST THAMES GROUP
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Value for Money
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Improving Performance
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Deliver training for the contact centre to improve staff performance and
the customer experience
Attend and represent ETG internal and external meetings as required by
the Contact Centre manager
Ensure all advisers deliver a great customer service and use corporate
policies and systems appropriately
Follow established policies, procedures and processes in order to ensure
that an efficient and error-free service is provided.
Provide a VFM service to our customers
Reduce waste demand by ensuring all team members are delivering a
quality service
Lead by example
Deliver training to contact centre staff as delegated by the Contact
Centre manager
Work on key projects as requested by the Contact Centre manager
To be responsible for business streams as delegated by the Contact
Centre manager
Adopt best practice and lean working practices
Ensure the team receive regular quality coaching feedback, 1:1s and
team meetings
TECHNICAL COMPETENCIES
Education & Qualifications
Knowledge & Experience
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Skills & Abilities
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Educated to A Level (or equivalent) standard in English and Mathematics
Appropriate technical or first line management qualification
Knowledge of customer service principles and practices
Previous experience of leading, motivating and monitoring a multichannel contact centre team
Previous experience of managing performance and taking remedial
action where necessary
Experience of writing and delivering training materials which suits a
contact centre environment
Good knowledge of analysing data and presenting
Experience of implementing service improvement plans
Experience of giving presentations to various audiences
Ability to engage members of the team
EAST THAMES GROUP
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Personal Attributes and
other requirements
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Ability to work with a variety of colleagues
Fast learning in order to gain the knowledge to become an service
expert
Ability to organise and prioritise own workload as well as others, to
ensure deadlines are met and service levels achieved
Ability to interpret/evaluate basic numerical and statistical data
Ability to influence
IT literate, MS Office applications
Highly developed oral and written communication skills
Excellent attention to detail
Have a positive disposition towards change, viewing it as an opportunity
to improve services, performance and efficiency rather than as a threat
to the status quo
Have a demonstrable commitment to ensuring Equal Opportunities
Policies and Procedures are applied to all aspects of the work
Have a demonstrable commitment to developing positive working
relationships with customers, the team and other parts of the business
Methodical, patient and able to maintain composure in often stressful
and demanding situations
OTHER REQUIREMENTS
Essential Car User
This role does not require the post holder to be an Essential Car User.
DBS
This role does not require a DBS check.
Business Continuity
This role has not been identified as an Essential Business Continuity
Role
Evenings and weekends
This role will require the post holder to work occasional evenings and
weekends.
KEY COMPETENCY LEVEL
Adaptability
3
Communication
3
Customer Focus
4
Learning Orientation
3
Planning & Organising
3
EAST THAMES GROUP
Results Orientation
3
Understanding East Thames
3
EAST THAMES VALUES
EAST THAMES VALUES – SHARED BY EVERYONE
We put our customers at the heart of everything
Putting Customers First
Recognising Our People
Getting Better Everyday
Being Responsible
Behaving with Integrity
that we do and the decisions we make. All our work
is carried out with them in mind, whether they are
residents, other customers, partners or internal
customers.
We value and respect our people, recognising their
diversity and contribution. We encourage personal
development and acknowledge good performance.
We look for ways to improve all the time. It means
being creative, innovative and resourceful to seek
better ways of delivering products and services
We are trustworthy and accountable for our
actions. We deliver on our commitments, cooperate with others and do what we say we’ll do.
We are genuine and behave with integrity. We
treat everybody with respect, are down to earth
and value honest communication. Some of our staff
describes this as keeping it real.