Contact centre Apprentice Team Leader
The AA
2d ago

This is the job

Responsible for the leadership and management of a team of apprentices within a customer contact centre.

  • Delivers world class customer sales and service through excellent team performance in an environment of constant change.
  • Promotes and actively supports the culture of the AA by demonstrating company values.
  • Accountable for the ability of the apprentice team to resolve all customer dissatisfaction at first point of contact.
  • Proactively manages contact with customers where their experience has not been up to their expectations.
  • Is responsible for the achievement of sales and service targets / standards for the team, aligned to balanced scorecard measurement criteria.
  • Reviews statistical / performance data as appropriate.

  • Responsible for the recruitment, development, apprenticeship qualification and personal coaching of team members and is accountable for delivering a high performance team.
  • Creates a working environment where continuous improvement, learning and development and an excellent customer experience is the norm.
  • Works effectively with others, showing consideration and support for colleagues in other teams, in order to promote a caring and enjoyable employee experience, simultaneously achieving high performance.
  • Manages budgets within predetermined financial constraints.
  • Oversees the effectiveness of service level agreements delivered by third party suppliers including apprenticeship training providers and escalate internally appropriately.
  • Liaises with support units such as resourcing / telephony to maximize resources.
  • Ensures call handling / service delivery targets are met.
  • Together with the recruitment team, attend local school / college career events to promote the apprenticeship programme
  • What do I need?

  • Previous experience and / or demonstrable ability to manage, develop and coach people preferably in a service or sales delivery type of environment.
  • Must be able to demonstrate good communication skills, both at one to one level, and in presentation form; verbally and in writing.
  • Must be able to demonstrate active listening skills.
  • Effective coaching skills and a role model to young person.
  • Good standard of literacy and numeracy.
  • Is able to gather appropriate information by asking relevant questions in order to clearly identify the customer’s needs.
  • Is able to organise data and identify key facts and issues.
  • Able to demonstrate good problem solving expertise.
  • Asks open ended questions to explore problems and issues.
  • Allows adequate preparation time and is well organised.
  • Able to prioritise effectively and identify and resolve time conflicts.
  • Must have an understanding of the English education system and Apprenticeships.
  • Must have an understanding of the Apprenticeship governance and processes.
  • Good stakeholder management both externally (customers, training providers, education bodies) and internally (senior managers, early careers team).
  • Must understand the requirements of the business against the requirements of the Apprenticeship programme and is able to manage these conflicts effectively.
  • Report this job

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form