Local Authority Housing Department, Contact Centre Operations Lead, North London
Pay rate to £370 per day
Contract role, Local Authority Housing
Pertemps are recruiting for an experienced Local Authority Contact Centre Operations Lead in North London.
You will need to have experience of managing in a similar role in a Local Authority Contact Centre setting.
This is an on-site role.
Details:
1. The role exists to enable customers (residents, businesses, visitors and the community) to get the right information and advice first time and find it easy to interact with the council.
2. The initial focus will be providing hands-on management support for the Customer Centre based at Wood Green Library which sees 700 residents a week on a range of requests related to Benefits, Housing repairs and tenancy issues, Homelessness, Council Tax, and Parking Permits.
3. More broadly the role includes: - Leading the omni-channel operations day to day, empowering staff to resolve residents’ needs accurately, empathetically and promptly via a face to face centre, telephony, and digital access channels - Championing the residents’ voice and equality of access at all times - Developing the operational workforce - Collaboratively identifying and initiating tactical and strategic improvements to workforce, processes, technology and performance - Leading partnership working with council services to ensure right channel and right first-time resolution, and smooth end-to-end customer journeys - Leading the measurement, analysis and reporting of performance and satisfaction to key stakeholders.
Please get in touch for more information.
This is an agency post and Pertemps can offer you:-
4. A Dedicated consultant who has access to all roles across the UK and is available for you to speak to
5. An easy registration process (all done online)
6. Referral schemes and incentives
7. Ongoing compliance managed for you
8. Prompt and reliable payroll and lots more.