May

20

Contact Centre Improvement Lead

May 20, 2024 | Comments Off on Contact Centre Improvement Lead

Monday - Friday
9am - 5pm
Office based
£315 per day
Ongoing temp - perm position
Customer service management experience required

Overall Purpose of Job

To strategically manage and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.

The areas of operational responsibility include;

  • Corporate Contact Centre including telephony systems and channel shift
  • Workforce planning and performance management
  • Quality assurance and system and service development
  • Delivery of Resident Experience Programme work streams

To act as a lead operational interface with the wider leadership team, building positive and effective relationships across the organisation at all levels.

To ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.

To work with a high degree of autonomy and initiative, independently providing reporting, briefings, research, complex drafting, special projects and the production of internal and external facing presentations.

The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.

Job Summary

  • The post holder reports to the Assistant Director of Resident Experience
  • The post holder has line management responsibility for up to XX staff within the Corporate Contact Centre
  • The post holder will be will play a key role in driving, shaping and delivery operational excellence across the Resident Experience function
  • The post holder will be expected to deputise in the absence of the Assistant Director of Resident Experience
  • The post holder has budget responsibility of approx.

    • Key Tasks and Accountabilities:

    • Plan and ensure service delivery within a diverse environment. Control activities within the service area and ensure professional standards are delivered.
    • Advise Senior Managers, Members and others on issues relevant to the service area. Provide professional challenge and advice to colleagues, managers and partner organisations
    • Ensure the development and delivery of continuous improvements in all aspects of the service
    • Lead, motivate and develop staff to create and maintain a highly competent and participative workforce
    • Identify, secure, deploy and manage the resources necessary for the service area to meet/exceed its objectives
    • Prepare and present a full range of reports covering area of responsibility and give evidence based recommendations for improvement
    • Ensure the successful implement of health and safety legislation, policies and practices

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