Job Introduction
Landmarc support services are currently looking to recruit a Team Leader to support the BAMS & NSC Manager and Team Manager in providing a comprehensive call centre service delivery through needs based training, coaching and call delivery.
Please note - this opportunity is for internal applications only.
Main Responsibility
To support delivery of NSC KPIs by provide training and coaching support for NSC Agents regarding Induction training, Call and Case Quality KPIs and Call Management
Work with the NSC Team Manager to provide guidance and training to the National Service Centre team to ensure all processes are performed and comply with company policy and NTEP service modules
To provide a comprehensive service to all end users in order to deliver NTEP module services including but not limited to: NSC Helpdesk, BAMS Helpdesk, raise job requests, produce and coordinate reports, housekeeping, auditing records and provide adhoc advice to end users
To provide a comprehensive service to all end users in order to efficiently provide contract and business requirements including but not limited to: commercial administration, travel, accommodation and conference management, training administration, reception cover and additional administrative tasks and reports
To use a variety of office equipment and technology as required including both PC and tablets, paper-based systems, multi media centre, laminators, etc. using bespoke software, web-based information systems and customer centre technology
To organise and conduct regular team meetings and tool box talks ensuring business updates are communicated effectively.
To develop ongoing monthly schemes to encourage high morale and motivation within the NSC.
To liaise with all stakeholders to ensure effective contract delivery e.g. the Employers representatives, end users, Landmarc representatives and members of the public.
Provide on-call support for the NSC on a rota basis with the NSC Team Leader
The Ideal Candidate
Ability to operate customer centre technology effectively
Computer literate and able to use Microsoft Office to a high standard
Knowledge of management theories and techniques gained through or studying for a Level 3 qualification such as NVQ/HND in Team Leading or People Management equivalent and proven experience
A good level of numeracy and literacy gained through a Level 2 qualification such as a G.C.S.E. grade A-C or equivalent and proven experience
Experience of communicating with stakeholders
Knowledge of Health and Safety gained through IOSH Managing Safely or equivalent
Ability to work in a call centre
Work under pressure in fast pace environment
Office and administration skills
Demonstrate proven record of accomplishment of achieving objectives to set standards
Ability to follow processes within time constraints
IT skills including ability to use bespoke and off the shelf software packages
Developed coaching skills including providing feedback (both positive and negative) to ensure the team are motivated and engaged
Ability to drive continuous improvement
Ability to persuade and negotiate confidently to achieve results
Package Description
Landmarc will provide you with a competitive salary, in addition to this we also offer the following main benefits, amongst many others:
Pension
Landmarc offers all employees an opportunity to join the company stakeholder pension scheme, where the company will contribute up to 8% of the employee’s salary
Holiday
Employees are entitled to 25 days pro rata during each year of employment plus public holidays. 3 extra discretionary days are normally given in addition to annual leave allowances at Christmas
Annual leave allowance will increase in recognition of your continued service
Holiday purchase – purchase up to 10 more days holiday to use throughout the year
Other benefits
Edenred – Employee Discount scheme
Tusker – Salary sacrifice car scheme
Annual salary review, in consultation with the recognised Trade Unions
Life assurance insured for three times your annual salary, to help the loved ones that are left behind
Reimbursement of professional fees and on-going training
Family friendly policy
Sick pay
About the Company
Landmarc provides the support services that enable Armed Forces from around the world to prepare for frontline military operations across the UK Defence Training Estate (DTE). This includes maintaining and delivering safe and sustainable infrastructure, managing and operating training areas and ranges and delivering multi-million pound projects to improve vital training assets.
By joining Landmarc you will be supporting our vision to provide the best training experience we can for our Armed Forces. We are the first and only Special Purpose Vehicle to be contracted by the Ministry of Defence (MOD) as their Industry Partner on the UK Defence Training Estate and the only company that is solely dedicated to the UK DTE, delivering essential support services since 2003.