Though smaller in size than their operational counterparts, our support teams play just as vital a role in keeping the Contact Centre machine running smoothly. Functions include:
Management Information, Dialer Team, Resource planning, Operational control
The Resource Planning team has a constantly challenging task - ensuring calls are answered as efficiently as possible, to guarantee our customers' needs are being attended to in a timely fashion. They provide three vital services - accurate planning, the real-time management of call volumes, and the provision of management information.
The Quality Assurance Team audit calls and written contacts from our customers. They provide the business with a consistent and objective measurement of our customer experience, whilst also providing other ad-hoc reports and management information.
Training & Coaching
The Training & Coaching Teams offer a wide range of courses covering inductions, systems, and soft skills for Advisors and Team Managers. They deliver innovative bespoke courses, team-building days, 360 feedback sessions, and Colours behavioural training. Recent sessions have even used NLP (neuro-linguistic programming) methodologies.
Sales Planning devise and design effective new incentives and competitions for order-building, cover plans and priority delivery, all in the interest of motivating our teams and maximising revenue. Advisors can earn extra cash and win great products and holidays for their efforts.
Communications & Engagement
The Engagement Team ensures that everyone in the company is kept in the loop, circulating important messages and briefings, as well as running the JDW recognition scheme (culminating in the annual Contact Centre Awards Ceremony); Communicating our people's successes to the business plays a key role in maintaining the motivated and energetic atmosphere at Martin House. The team also devises and co-ordinates our exciting and varied social calendar!
Working mainly on new System implementations, the Project Office works closely with IT and other relevant business areas to gather and agree the business requirements around which any new system would be designed. The Team also test new systems before they go live and ensure they are working as required, as well as helping to define what benefits they will bring to ensure business approval.
Discover more about specific Support Role vacancies by clicking the link above, but please bear in mind that opportunities in our support teams occur less frequently than those in our operations departments, so you can also register your details with us so that we can contact you when something suitable arises.