Contact Centre Team Leader

1. We are looking to recruit an experience Contact Centre Team Leader to assist in the management of the Rent Smart Wales Contact Centre.
2. You will be responsible for the supervision of a team of Customer Service and Licensing Officers who take inbound enquiries via telephone and email from our service users.
3. We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

Job Purpose:    

To assist in the management of the Rent Smart Wales Contact Centre and Licensing Team and to be personally responsible for the supervision of Licensing Officers. The post holder will be responsible for leading, developing and communicating with a significantly sized staff group and will work with the Manager to develop the practical application of Contact Centre technology.

Duties and Responsibilities

• To be responsible for supervising Rent Smart Wales Contact Centre representatives and for meeting agreed deadlines and targets.
• To effectively manage the resources available to provide an efficient and effective Contact Centre service at all times.
• To lead by example, continually monitoring staff responses and assisting in the resolution of enquiries where it may be appropriate and necessary.
• To train staff in support of an accredited staff development plan which will ensure that resolution of enquiries where it may be appropriate and necessary.
• To maintain productive working relationships with all 22 local authorities across Wales and internal service areas to ensure the highest levels of first-time call resolution and customer satisfaction.
• To support the development of current and emerging technology to enhance customer contact services.
• To ensure continuous improvement, initiating facilitating and responding to change in a positive manner.
• Corporate Requirements
• To participate actively in supporting the principles and practice of equality of opportunity as stated in the Council’s Equal Opportunities Policy.
• To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate. 
• To, as a statutory duty, adhere to the Council’s Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. In order to support you in this, you are required to access safeguarding training at the level which is relevant to this post. 
• As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.  
• Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of the role.