Team Leader - 999 Contact Centre

Job Description

Closing Date: 31st July

Please note, this is a 24/7 contact centre. The role is based in Birmingham, is fully office based and you will work on a Through Night schedule.

We expect you to be flexible and to work outside of your hours on occasion, you will primarily be working 37.5 hours per week, 4 shifts in 7 days, Sunday to Saturday (1 weekend in 2), working hours 21:00-07:30 (2 x 09.25 hours and 2 x 9.5 hour shifts).

Why this job matters:

As the Team Leader in a 999 Contact Centre, you will have an incredibly purposeful job in an environment where speed of response saves lives. The amazing team can answer hundreds of calls per shift for Emergency (999/112), DQ (118500) Or Relay UK (app).

The objective of this role is to effectively lead and inspire a team of customer service advisors, ensuring their maximum efficiency, call quality, and productivity. The goal is to ensure that each advisor consistently provides a high standard of service, around the clock, every day of the year, in line with the specific expectations and service level agreements (SLAs) for each call type, including critical services.

What you’ll be doing:

• Ensure the team consistently performs at a high level, effectively delivering a variety of services while meeting all key performance indicator (KPI) targets.
• Foster a high-performance culture through performance management, including coaching, providing development opportunities, and recognising achievements.
• Effectively communicate with teams and individuals, delivering key messages (whether good news, bad news, or related to change) in a way that is impactful and relevant to their roles.
• Drive results and meet SLAs by setting and achieving KPIs, creating robust plans, and removing any obstacles that hinder excellent customer care.
• Manage resources efficiently by promoting creativity and fostering innovation, ensuring that adequately skilled and trained individuals are available to meet the dynamic demands of all work streams.
• Cultivate a positive working environment by actively listening to and engaging the team, encouraging their contributions in driving local improvement activities. Prioritise efficiency, cost-saving measures, well-being, and safety in the centre.
• Enhance the team's overall capability by supporting individual needs through relevant Personal Development Plans (PDPs) and creating career advancement opportunities.
• Foster collaboration by actively building relationships both internally and externally, striving to deliver the best possible results and sharing best practices.

Skills and Experience we are looking for:

• Experience of effective people management including of an operational team
• Previous management of a team of 10 or more
• Resilience in this role is key.
• Ability to coach an operational team Connected Leaders capabilities (Team Coach)
• Ideally good knowledge of BT /Voice Services products and processes to be effective as a first line escalation and team leader
• Effective and strong communication
• Analytical – able to understand service trends to drive performance and process improvements
• Collaboration on a national level (including Real-time and Planning teams and externally (Emergency Authorities)
• Strictly adhere to all relevant procedures and mandatory expressions.
• A proficient and adept people leader
• Passionate about delivering exceptional experiences for all callers.
• Flexible and adaptable, capable of swiftly responding to ever-changing operational demands.
• Proficient in identifying opportunities and eliminating obstacles to enhance work processes.
• Cultivates an environment that enables individuals to excel in their roles.
• Oriented towards quality, customer satisfaction, and achieving KPIs.
• Capable of analysing and interpreting management information to drive effective service delivery and team performance.
• Possesses strong planning and organisational skills.

Benefits:

At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

Benefits of working for BT include:

• Competitive salary
• Unsocial hours premium (on-top of salary)
• Sunday working allowance (on-top of salary)
• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop

Our leadership standards:

Looking in:
Leading inclusively and Safely - I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes - I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer - I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy - I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset - I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future - I build diverse future-ready teams where all individuals can be at their best.