General information
Reference
000574
Publication end date
02/11/2025
Job Title
Contact Centre Team Leader
Contractual hours
37.00
Location
NORTHERN IRELAND, Craigavon, Craigavon
Job location
Craigavon
Candidate criteria
Shortlisting Criteria
Essential Criteria
It is essential that the successful candidate meets the following requirements:
• Developed knowledge of customer service procedures and call handling activities.
• Developed knowledge of associated IT and telephony systems e.g. SAP-ISU, FMWS, WCE, HVCH, NICE.
• Demonstrate the ability to be able to positively influence safety behaviours and establish a safety value.
• Ability to deal with customer queries received via Social Media and other on-line mediums.
• Ability to meet set performance targets, both team and individual.
• Driving licence and access to a car or ability to meet the travel requirements of the role.
Desirable Criteria
It would be advantageous if you have any of the following:
• Working knowledge of the HV and LV distribution systems to help provide the best advice to customers.
• Experience of running call handling reports.
• Previous supervisory / team lead experience.
• Developed knowledge of associated IT and telephony systems.
• Demonstrate understanding of NIE Networks key business processes such as Network Operations and Connections.
• Relevant qualification eg. Social Media or Customer Service Qualification.
Personal Competencies
- Integrity
- Customer centric
- Flexiblity & adaptability
- Interpersonal skills
- Commercial Accumen & Results Orientated
Specific Expertise
Customer Service
Employment Details
Contract Hours
37.00
Salary
Company Agreement
Benefits
See role specification