Team Leader

Salary: Full time starting salary is normally in the range £28,397 to £30,210, with potential progression once in post to £33,938. Grade: 5

The Contact Team is part of the Admissions Office, within External Relations, and is responsible for inbound enquiry management between the University and prospective students and their influencers. This covers the period from the first point of enquiry up until they begin their studies at Birmingham. The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels. The team triage all queries to identify where tasks can be resolved at the point of enquiry or the best resolution pathway where specialist support and/or knowledge is required (acting as a gateway to other support services). 

Role Summary

The Team Leader will provide operational and staff management leadership to the Contact Team and direct the work of the team such that the performance targets set out in service level agreements are met and will also undertake staff management activities for the team. This includes being involved in the recruitment and selection process for new staff, as well as training and developing staff and managing their performance.

Main Duties

The Contact Team Leader is required to manage the staff within enquiry team (reporting to the Head of the Contact Team) and ensure a high level of front-line service is provided to all enquirers. Duties include:

Staff management

• The post holder will be involved in recruiting new staff to the team, as and when necessary. This will include short listing applicants and being part of the interview panel which will make the final decision.
• The post holder will be responsible for the initial and ongoing training of Enquiries Assistants and Advisers (including input on final probation reports) and temporary staff, using the services of the Admissions Team Leader responsible for training as and when appropriate, as well as continuous coaching of team members.
• The post holder will also be responsible for the creation and implementation of team rotas and shift patterns where appropriate.
• The post holder will set the performance expectations for the team, take responsibility for 1:1s within the team and, and input to Performance Development Reviews alongside the Head of the Contact Team. 

Person Specification

• Experience of enquiry management and its role in customer engagement; 
• Excellent customer service and interpersonal skills, including politeness, diplomacy, tact and courtesy, as the role involves considerable contacts with others, both internal and external to the University;
• Line management or team leadership experience; including experience of conducting personal performance reviews;
• Educated to at least to A level or equivalent (or substantial relevant experience) with a minimum of GCSE grade C in Mathematics and English (a higher education degree would be advantageous but not essential);

Informal enquiries to Adam Meakin, email: a.meakin@bham.ac.uk

To download the full job description and details of this position and submit an electronic application online please click on the 'Apply' button above.

Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.

Closes: 8^th October 2024

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