Team Leader (Command Centre) 6 months FTC

Package Description

£25000pa to £27000pa + great benefits

Leeds, LS15

Fixed term contract 6 months 40hrs pw

Work Pattern - 6am - 8pm on a rota basis to include some weekends

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster and much more!

Job Introduction

We currently have a great opportunity for a Command Centre Team Leader available within Sodexo.  To be successful you will have experience of working and leading a team within a helpdesk/call centre environment; you will have excellent attention to detail, be a proactive problem solver and have outstanding customer service skills. You will be process driven and be responsible for managing a team of up to 12 Advisors; the ability to engage, motivate and coach your team will be key to your success.

Main Responsibilities

• Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
• Handle inbound and outbound calls and tasks
• Ensuring a prompt and efficient service, accurate and meaningful processes, identifying needs, process improvements, opportunities and weaknesses, becoming our primary customer and staff interface.
• To support the management team on the roll-out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures
• To deputise as required for other Team Leads and carry out other duties as required and as are commensurate with your banding and experience.
• To assist in the recruitment process
• To establish and maintain excellent customer relationships and develop confidence in our systems and processes.
• Provide continual evaluation processes and procedures, and suggest methods to improve areas of operation, efficiency and service to both internal and external customers.
• Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.
• Ensure Sodexo’s commitment to ethical principles and sustainable development are achieved and maintained.
• Ensure compliance with all Sodexo policies, procedures and directives

The Ideal Candidate

• Consistent and proven experience in the Contact Centre / Service Centre environment
• Experience in People leadership and the effective running of teams
• Ability to lead a team in a rapidly changing environment
• Ability to handle multiple priorities in a fast-paced work environment
• Customer focused and responsive
• Demonstrated ability to coach & develop individuals and the team
• Advanced computer skills in Microsoft Excel and Word
• Advanced knowledge of and skills in CMMS applications
• Analytical and decision-making skills
• Excellent communication (verbal & written) skills at all levels
• Self-motivated, confident, honest and flexible, with a professional work ethic
• Relationship building and influencing capabilities
• Demonstrated experience in implementing, evaluating, and improving business processes
• A strong commitment to Zero Harm and a strong safety culture
• Exceptional attention to detail
• Ability to deliver exceptional customer service to both internal and external stakeholders
• Self-starter with the ability to achieve results

About The Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing + Care and the Good Care Group.  

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. 

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process