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Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.
Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.
Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!
COMPLAINTS TEAM LEADER
We currently have an exciting opportunity for a Complaints Team Leader within a fast paced Complaints campaign working from our Glasgow City Centre Office.
Location: Glasgow City Centre Office
Job Type: Full-time, Permanent
Hours: 37.5 hours per week
Shift rotation: Monday– Friday between 9am – 6pm. NO WEEKENDS!
Salary: £28,000 - £30,000 + Performance Bonus
Job Description
As part of our continued growth, Huntswood is seeking to appoint an experienced Complaints Team Leader to lead and develop their team.
This is an exceptional opportunity to join a fast-paced growing business and there is a genuine opportunity for a long-term career. This position is likely to be of interest to team managers who are seeking to take the next step in their career, managing agents who will be dealing with complaints and customer service for our leading Energy/Utilities client.
Start Date: February 2025
1. Ideally you will have a minimum of 12-18 months experience managing a complaints/utilities team – energy would be advantageous.
2. A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential.
3. Ability to demonstrate a high degree of customer service awareness.
4. Experienced coach and developer for advisers leading from the front in demonstrating what good looks like.
5. Ability to train and develop staff.
Key Responsibilities:
1. Creating a sense of urgency within the team by building an energetic and engaging culture.
2. Understand and buy into the overall aims and objectives of the company and provide clear communications to your team.
3. Ability to interpret data, spot trends and put in place action plans to remedy shortfalls.
4. Developing team members in line with their personal development plans and performance reviews - utilising call recording sessions, internal training and one-to-one sessions.
5. Ensuring full adherence to regulatory requirements.
6. Learning, retaining knowledge and coaching staff on detailed knowledge.
7. Presenting new processes to staff ensuring all advisors are fully trained.
Benefits:
1. Comprehensive Training with experienced Trainers.
2. ‘Perks at work’ staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more.
3. Colleague Recognition Scheme – Become a Huntswood Hero!
4. Regular colleague engagement activities where you could earn additional incentives.
5. Free Tea, Coffee & Hot Chocolate on site.
6. Discounted Parking.
7. Access to an online Well-being centre that has a variety of tools to nurture your overall health.
8. Refer a friend scheme (earn £1000 for each person you refer).
9. Mentorship program to grow and develop within the company.
At hire stage all candidates will be subject to complete a basic disclosure check & credit checks.
Job Type: Full-time
Pay: £28,000.00-£30,000.00 per year
Additional pay:
1. Performance bonus.
Benefits:
1. Casual dress.
2. Company events.
3. Employee mentoring programme.
4. Health & wellbeing programme.
5. Referral programme.
6. Store discount.
Schedule:
1. Day shift.
2. Monday to Friday.
Ability to commute/relocate:
1. Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required).
Experience:
1. Contact Centre: 2 years (required).
2. Team management: 1 year (required).
3. Complaints: 2 years (required).
Work authorisation:
1. United Kingdom (required).
Work Location: Hybrid remote in Glasgow G1 2RX.
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