Contact Centre Advocacy Team Leader - Peterborough
About the role?
We have an exciting opportunity for a Contact Centre Advocacy Team Leader to
To lead (through coaching, support, training and performance management) Contact Centre and Advocate practice and delivery. You will be a passionate supporter of quality driven, outcome centric, advocacy provision and in coaching others to achieve the exacting standards of excellence in advocacy required to support our clients.
About you
We are looking for a strong and resilient leader with a minimum of 2 years experience of managing a team. Desirably you will be a qualified advocate and/or possess experience of working in a multi-channel contact centre with experience of Telephony, Email, Webchat and case management.
You will be committed to driving high performance and practice standards by actively engaging with our Management and support teams to interpret data. Thereby, making informed decisions and ensuring that the highest standards of user experience and advocacy are achieved.
You will ensure a culture of learning and continuous development through a mix of team and supervision meetings, and reflective practice.
You will be experienced in managing risks relating to the safety and wellbeing of staff members and the safeguarding of service users.
How will you make a difference?You will be responsible for ensuring your team delivery of the highest standards of user experience, ensuring that all contact with clients is outcome driven.
You will support your team and ensure that they have the necessary skills to make a difference in peoples lives on a daily basis. Assisting them to grow in confidence and empowering them to assist those in need of support.
You will work resourcefully and collaboratively with people across the organisation to assist you and your team, fostering a learning culture where all views are respected.
Benefits- 28 days annual leave plus bank holidays, pro-rata for part time colleagues
- 5% employer pension & 3% employee contribution
- Salary sacrifice pension scheme
- Separate Life Assurance Cover
- Staff discount scheme including retail discounts, entertainment, holidays etc
- Discounted Gym Membership; Employee Assistance programme.
- Supportive working environment fostering a good work/life balance.
- Support with continuous professional development.
Equality and Diversity
VoiceAbility believes in fostering an inclusive workplace which welcomes, values and celebrates the diversity of its staff and partners, treats all on a basis of equality and encourages all to meet their maximum potential.
VoiceAbility are a Disability Confident employer, any applicant that identifies themselves as having a disability and can demonstrate that they meet all the essential criteria for the role will be offered an interview. If you need to apply in a different way, please contact myhr@voiceability.org for further options.
How to apply
To apply for this role please sign up for a recruitment account by clicking the apply button on this page. Follow the instructions to create your account, upload your CV, and complete our short application form.
Important Dates:Closing date for applications: 15th November 2024, 12 pm
Want to know more about VoiceAbility and the role?Please email Tim White, Operations Manager Support, at tim.white@voiceability.org.