Team Leader Response Line (Worthing)
Circa £29,000 dependant on experience
Based at either our Worthing, Littlehampton or Crawley offices
With a new MS Dynamics CRM system arriving this autumn, we have a great opportunity for an experienced contact centre supervisor passionate about developing digital technologies to shape the future of our CRM and enhance customer experience.
We are a successful charity provider working in community and hospitals with a critical service contract to deliver across the county. We offer a wide range of wellbeing support options and our plans focus on using digital technology and our fundraising to do even more for carers.
Managing a small team of dedicated response line staff and a larger pool of carer facing staff working on a rotational basis, you will be responsible for the operational delivery of an information, advice, support and advocacy service to carers. The service runs Monday to Friday 9 am – 5pm, Wednesday to 7pm and Saturday 10 am – 12pm.
With an experienced team including technical project management support, you’ll be given the tools to succeed.
Key responsibilities include;
Leading a team to ensure service quality targets and KPIs are achieved
Developing the new CRM system in conjunction with IT support to optimise service, reduce waiting times, increase the number of carers receiving a service and enhance carer experience.
Identifying training and development needs of staff in relation to the new CRM and develop and deliver (with the support of colleagues), training to optimise use.
Ensuring data is processed and stored in line with GDPR
Monitoring, evaluating and reporting on activity and quality for contract compliance and internal management reporting.
Responsibility for the response line budget.
As part of the wider CSWS Management Team, participating in a duty manager system on a shared rota basis across 7 days per week.