About the job
We are looking to recruit an experienced Contact Centre Team Leader to assist in the management of the Rent Smart Wales Contact Centre.
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.
The Team Leader will be responsible for leading and developing a significantly sized staff group and will work with the Contact Centre Manager and Group Leader to develop the service further.
What we are looking for from you
The successful candidate will have experience of working in a call/contact centre environment, be customer‑focused, have excellent communication and customer service skills, and take an enthusiastic and responsible approach to all tasks.
A sound working knowledge of using software within a MS Windows (or similar) environment, a foundation of supervisory training and/or a recognised supervisory/management qualification, and proven experience in a first line management (supervisory) role are required for this position.
This is a Welsh Essential Position, meaning the successful applicant must be able to communicate effectively in spoken and written Welsh to a Level 4 Advanced standard. A link to the descriptions of the required Welsh Language abilities can be found below.
Additional information
This role is office based at County Hall, Cardiff. We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
Working Pattern/Contract Type: Full Time Permanent
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