Would you like be part of a contact centre team that makes a diffrence?
We are looking for an experienced team leader to help us continue deliver excellent customer service at our Contact Centre in Manchester.
Dogs Trust is the largest dog welfare charity in the UK with a nationwide network of rehoming centres and charity shops. Last year, Dogs Trust centres cared for around 10,000 dogs; we never put a healthy dog down.
Accounting for 62% of the Dogs Trust workforce, the Operations Directorate is responsible for achieving the mission of Dogs Trust through the intake, rehabilitation and rehoming of dogs. The Directorate is split between four functions: rehoming centres, the Contact Centre, a field-based team and a team in the London office.
The Contact Centre is multi-channelled, recording over 450,000 interactions a year made up of inbound, outbound, email and social media.
As a team leader you will manage and motivate a team of up to 15 Contact Centre agents to achieve and exceed set objectives. They will also take responsibility for the day-to-day management of the contact centre, supporting the Centre management team in order to deliver objectives, quality and KPI’s and create a performance and customer centric culture.
Normal hours in this role are 40 per week, our national Contact Centre is open from 8am-8pm Monday to Friday and 8.30am-5pm on weekends and bank holidays. You will be expected to work 5 shifts per week that cover the above opening hours and the role will require you to work one in four weekends and will require working some bank holidays.
At Dogs Trust we value diversity and we're committed to creating an inclusive culture. We actively encourage applications from people of all backgrounds, abilities and cultures and believe that a diverse workforce will help us to achieve our mission. Should you need any adjustments to the recruitment process, either at application or interview stage, please contact us