Location of Employment Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in December of 2016)

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1 Role: Contact Centre Team Leader Location of Employment Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in December of 2016) Job Title Reporting to Contract Salary Probation Pension Hours Leave Contact Centre Team Leader Contact Centre Manager 12 Months Fixed -Term 30,878-37,739 per annum 6 month Available at completion of Probation 37.5 per week 22 days (+ 3 days office closure at Christmas at Chief Executives discretion) Clúid Housing is a progressive and dynamic not-for-profit Irish housing association. Clúid Housing is an equal opportunities employer and proud to be recognised as a top employer in Ireland. For the past 6 years, our dedicated 140+ staff have voted Clúid Housing as a Great Place To Work. Our company is made up of talented people who bring enthusiasm, confidence, expertise, professionalism and respect to our business. You can meet some of our team by clicking here. Our staff consistently work towards achieving our vision of creating a society where everyone has a great place to live. Working as part of our team means you will enjoy: Competitive Remuneration Excellent & Continuous Training Development Opportunities Flexible Working arrangements Access to an Employee Assistance Programme Excellent Employee Benefits If the above appeals to you, then keep reading...and remember Clúid Housing is proud to be an equal opportunity employer. The Contact Centre Department Clúid s Contact Centre are a vibrant, dynamic team who deliver a unique multi-channel customer contact services to both internal and external customers. We were shortlisted for an award by the Customer Contact Management Association (CCMA). This is a wonderful achievement by a dynamic team who took their rightful place alongside the best centres in the country at the Customer Contact and Shared Services Awards this year. Our operational hours are Monday - Friday to Through partnership with Tunstall who provide an out of hour s emergency service to Monday-Friday, weekends and bank holidays. Clúid customers can access help and support 24hrs per day 7days per week, 52 weeks of the year.

2 Clúid s Multi-Channel Customer Contact Platform Inbound and Outbound Calls Our aim is to resolve majority of calls at first point of contact and deliver excellent services from the customer perspective to both internal and external parties. We are unique as all the services provided have the customer focus at the forefront and the processes have been created from our customers interactions. Role: Contact Centre Team Leader Inbound and Outbound Post Inbound and Outbound s Inbound and Outbound SMS Texts Support all internal departments Role Overview: : As a Contact Centre Team Leader you will support the Contact Centre Manager in delivering Clúid s multichannel Customer Contact Strategy by managing the Contact Centre channels and staff operations in real time to ensure excellent Customer Service Delivery. The key objective of this role is to manage in real time customer contact queues to maximise and increase centre operational capacity following Clúid policies and procedures whilst at all times ensuring excellent customer service delivery. You will manage agent manpower planning and scheduling to support inbound and outbound contact volumes and team training. You will manage the development of the Contact Centre Advisors, providing training, coaching and support to CCAs to meet Contact Centre key performance indicators and deliver on customer purpose. You will be responsible for the completion and analysis of daily and weekly reports operational reports for customers and management. Problem solving and Incident Management is an element of this role managing systems issues which impact on the Centre s ability to operate. As the first point of contact you will seek to identify opportunities for improving procedures and systems by making recommendations to the Contact Centre Manager. You will have a strong commitment to safeguarding the reputation of Clúid, always presenting the Association in a positive fashion. You will continuously strive to deliver the highest quality customer service. Reporting to: Contact Centre Manager Key responsibilities Customer Service Delivery and Improvement Take personal responsibility for providing excellent customer service for all our customers both internal and external, by the prompt resolution of customer service issues and escalating difficult, contentious or complex issues to the Contact Centre Manager.

3 Provide a comprehensive service to all customers using customer feedback to improve and develop services within the Contact Centre. Respond effectively to customer complaints and comments in accordance with Clúid s Complaints Policy. Develop and maintain relationships with all of your key internal and external customers contacts and provide support where necessary. Lead your team to ensure achievement of our Customer Service Survey KPI in addition to completion of our Customer Service surveys. Monitor trends and frequently asked queries reporting these to the Contact Centre Manager to ensure that pro-active action is taken to avoid the query in the future. Monitor random inbound & outbound calls to improve the quality of call interactions, minimise errors and deliver a high quality service. Service Level Management Control, monitor and review the delivery of services in accordance with agreed targets and services standards of the Organisation. Manage appropriate staffing levels and rosters. Supervise the workflow to ensure the effective management of all customer contact channels. Manage and deliver high levels of performance with regard to relevant contact centre KPI s ensuring appropriate actions are taken to ensure that KPI s are met. Notify the Contact Centre Manager of any issues with Business partners that may impact on Clúid s ability to deliver services. Team Management Provide effective management, motivation, training and development to the Contact Centre team. Manage individual performance, providing training, feedback and coaching to support individual development and maintain the morale and motivation of employees. Promote a culture which is supportive of the Clúid s purposes, aims and values, and to take all reasonable steps to maintain good staff relations. Plan, schedule and facilitate monthly team meetings. Report Collation and Analysis Prepare and analyse operational performance reports to identify trends and confirm achievement of Contact Centre KPI s. Record statistics, performance levels and user rates of the Contact Centre and prepare reports as requested. Create ad hoc reports as requested by internal customers. Systems Management Update the housing management CRM system with all relevant information. Continuously monitor the effectiveness of the housing management CRM system reporting any problems to the Contact Centre Manager. Document all System Data Quality issues and escalate to the Contact Centre Manager.

4 General Test and monitor new/changes to the systems effectively for smooth transition into the live environment. To fulfil all care and high standards regarding both Clúid s and your own health and safety obligations. To positively promote the Association in all activities. To exercise discretion in all aspects of the role. Comply with security, data protection and confidentiality policies within the Association and alert the Contact Centre Manager to any incidences or breaches of the policies or inaccuracies in the data held. Notify the Housing Officers of any urgent queries in real time as per the policies & procedures. Any other duties which are consistent with your role Key competencies required in the role Customer Service Delivery and Improvement. Real time Service Level Management Staff Development and Training Manpower Planning and Scheduling Innovation & Change Management Influencing and negotiation skills Team Work Leadership skills Person Specification Key Skills Essen tial Desir able Candidates will be shortlisted on the basis of illustrating in their application that they fulfil the following criteria. Examples that demonstrate the ability to fulfil the criteria should be included as well as the above competencies. Education / Qualifications Leaving Certificate Knowledge / Skills Real Time Service Level Management Contact Centre Multichannel Systems Management People/Team Management Skills Staff Development and Training Skills Customer Service Delivery & Improvement Manpower Planning and Scheduling Influencing and negotiation skills Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems Excellent organisational and time management skills Excellent communication skills verbal and written, report writing, presentation Experience 5 years Customer service experience,18 month contact centre Team Leader experience

5 Exceeding customers expectations Housing market Complaint handling Attaining service level agreements consistently Proven ability to take ownership of issues Report collation and analysis Identify and report trending issues Team Player The closing date for applications to be returned for this role is 9 th December at noon. It is anticipated that telephone Interviews for the position will be held on week beginning 2 nd January 2017

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