google analytics alternative Intelligent Contact Centre (ICC) – Compliance Team Leader job vacancy in Swindon, Wiltshire – Customer Services jobs & vacancies on Field Recruitment
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Intelligent Contact Centre (ICC) – Compliance Team Leader

Date Posted: 11-Jan-2018
Closing Date: 31-Mar-2018
Location: Swindon, Wiltshire
Salary: Minimum - £25,000.00, Maximum - £25,000.00 per Annum
KBR works with a range of UK government clients delivering excellent customer service. Based at the National Integrated Service Centre in Swindon, we have flexible positions available including weekdays and weekends with competitive rates of pay
Responsible for the day-to-day management of the Compliance Specialists ensuring the highest quality standards are adhered to. Directly manages, measures, develops, motivates and organises the team to efficiently achieve contract objectives ensuring quality standards are maintained at all times; Manages the interface with clients and customers to ensure all business needs are satisfied in relation to escalations and troubleshooting; Manages performance of the team to achieve quality standards and productivity targets; undertakes the role of a Compliance Specialist when required to do so and as team motivation. Takes ownership for own performance actively seeking opportunities to improve and develop.

The role is responsible to the ICC Manager for:

• Championing “We care, We deliver” team values across the business
• Be the point of contact in relation to contract SLA’s and KPI queries.
• Responsible for the co-ordination of compliance activities within remit and liaise with supply chain, customer, head of NISC and service delivery teams.
• Assisting with the clients/customer requests for updates
• Manage the reporting requirements for the supply chain and Service Delivery teams e.g SLA, KPI reports for supply chain and ensure effective management of supply chain updates.
• To accurately record all information necessary to resolve issues reported in relation to service requests, incidents, service failures and complaints.
• To develop and maintain a good understanding of the core applications (Maximo, Concept Evolution and SharePoint applications) used to provide facilities management services to all customers, including all relevant processes and procedures.
• Maintenance of standard operating procedures and manuals and provide training to ICC operatives in relation to processes and operating procedures.
• Focus on development and succession through training, mentoring and empowering staff to make decisions and KBR AIM process
• Ensure all call monitoring is carried out to time and standard, listening to calls and providing feedback and coaching.
• Take ownership for own performance. Taking action when required and identify and apply opportunities to develop and improve skills.
• Identify potential issues and resolve those within remit, escalating to head of NISC and ICC Manager when required.
• Ensure all changes, developments and contract information is communicated in the appropriate method and timescale
• Lead by example in the use of best practice of the company’s standards, values and behaviours.
• Complete tasks as directed by line manager
• Deputise for ICC Manager in their absence
• Be prepared to work across other contract areas at short notice to support the needs of the business
• Comply and embrace KBR “Zero harm” policy encouraging a safe and secure working environment

• Leadership- leads by example, motivates others, makes decisions, initiates action and takes responsibility.
• Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others
• People Management – fosters team/individual performance. Achieves results, sets targets and reviews actions against them. Leads, motivates and empowers others. Deals with issues, coaches and encourages others.
• Organisational skills – plans well in advance, set clear objectives, manages time/delegates reviews progress against plan and ensures sufficient resources are in place. Encourages improvement in self and others.
• Commercial and Financial awareness – understanding of commercial impact and activity of Compliance team on the whole customer experience and contract success.
• Results orientation – satisfies internal/external customers. Provides effective performance management and has working knowledge of systems and processes.
• Interpersonal skills – builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance

Special Working Conditions:
• Participation in the on call rota
• Visit to client sites as and when required



• A supervisory qualification/experience 3 years+
• English Language and Maths GCSE grade C or above
• Minimum of 2 years’ experience in successfully working in a service centre / call centre environment / customer service role


• Experience of balancing the demands of client, internal stakeholders and external suppliers
• Experience of root cause analysis and investigatory systems for problem resolution and compliance
• Experience of working with customer and supplier Service Level Agreement (SLA) and performance measurement of own team
• Experience of working to targets
• Knowledge of Customer Service Software systems/databases
• FM knowledge or experience

Experience and Skills:

• Previous management experience in a helpdesk environment
• Experience of supervising teams across more than one customer
• Strong team player and role model, capable of gaining trust and support of the team. Ability to relate to others in a positive way and build strong working relationships and lead a team.
• Exceptional communication skills and the ability to deliver excellent customer service with strong customer focus
• Diligence and attention to detail
• Able to inspire and support team towards achievement of targets
• An effective time manager with the ability to multi-task
• Knowledge of operational contract and commercial business requirements
• Approachable individual with a professional manner
• Methodical in approach to tasks
• Self-motivated
• Working knowledge of telephony and other communication systems
• Experience of managing resources across multiple contracts/customers to plan and accomplish goals
• IT literate including Word, Outlook, Excel
• Proven ability to work unsupervised and under pressure
• Assist in production of Management Reporting
• Assist in production, development and updating of all training material
• Training for all staff members
• Full security clearance, or be in a position to obtain security clearance


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