Customer Service Team Leader
England, West Midlands, Coventry - £21,852 - £27,636 per annum

Posted: 12/09/17

Description:
Customer Service Team Leader
Coventry University
Salary Range £21,852 to £27,636 pro rata

9 Temporary Contract - October 2017 to June 2018
Hours of work: Monday to Thursday - 30 hours- This will include working two or three evenings until 9pm per week.

Help us to find out what our students do after graduation!

As Graduate Destinations Senior Administrator, you will support the Graduate Destinations team in proactively driving the Destination of Leavers from Higher Education (DLHE) Survey at Coventry University.

DLHE is a statutory survey that all graduates are asked to take part in. The survey aims to identify the onward destinations, progression and trends, for students (leavers) from across the University group, both in the UK and internationally. It contributes to league tables, helps potential and current students make informed decisions about their choice of University and course and future career.

Your main focus will be to supervise the DLHE Calling and Inputting staff during calling shifts, which will take place from November 2017 to March 2018. This will include working, independently supervising up to 15 staff (mostly current students), and using a call management system. You will also be expected to participate in recruiting and training the calling team. You should be able to demonstrate an interest in people and knowledge of the higher education sector.

Main Responsibilities

*Undertake supervision of the DLHE calling and inputting staff during calling periods (which takes place during the standard working day, evening and at weekends through the year).
*Manage, monitor and track the quality of calls using the call management system and Tiger reports.
*Create reports (using Excel and specialist tools e.g. Business Objects).
*Process DLHE questionnaires by using the call management system and data input systems.
*Participate in the recruitment of, and develop and deliver training to the team (approx. 40) of telephone callers and inputting staff (mainly current students) who will undertake the contacting of leavers by telephone and inputting of data collected by all methods.
*Provide guidance and training to staff in other functions across the University group, e.g. Employment and Placement Units, London Campus.
*Support the coding of the collected DLHE data by interpreting the data provided to identify and then apply the appropriate Occupation and Subject coding systems to reflect as accurately as possible the outcomes of CU leavers
*Ensure DLHE questionnaires are stored and archived appropriately, meeting data protection legislative requirements, and in a manner that will facilitate audits undertaken by the University's internal auditors and HEFCE.
*Develop use of a variety of methods to contact University leavers such as the website, texting, Facebook and LinkedIn, email etc.
*Ensure all stationery and equipment required for data collection is available when needed, by ordering items via Lyreco etc., and that the call centre room is kept sufficiently stocked with questionnaires etc.
*Manage the calling room, including the move from the current location to the new location.

Person Specification:
*Degree Educated with experience working within the Higher Education sector
*Experience of utilising a range of computerised administrative systems with significant experience in Microsoft Office, especially using databases and Excel.
*Experience in manipulating, analysing and interpreting data, and producing reports.
*Experience in a Management/ Team leader role within a Call Centre environment
*Experience of Recruiting, training and supervising a large team
*Experience of using a variety of social media e.g. texting, LinkedIn
*Ability to work to guidelines to achieve objectives and to meet deadlines.
*Excellent written and oral communication skills.
*Excellent organisational ability with effective attention to detail.
*Appropriate international and cultural awareness and sensitivity
*Ability to work independently and effectively with minimal supervision and be able to supervise a bank of as and when staff
*Must be able to work with a high degree of discretion; an ability to observe confidentiality of information and records in accordance with the data protection legislation.
*Ability to communicate with staff, students and graduates at all levels.
*Ability to work in a flexible manner to meet the needs of the Unit