2 Months contract with a Local Authority
Job Summary:
· Ideally looking for someone with a contact centre background that can support the managers with day-to-day operations and support with the improvement programme we have underway.
· Need someone who can oversee the day to day and embed IT change with the workforce rather than build a new system.
· Need someone who can ‘do-the-doing’ rather than re-design the programme.
Key Duties/Accountabilities:
· 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 o 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.
· 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
Essential Experience Required:
· Experience with Contact Centre operations, service delivery, telephony systems, CRM and complaint systems is essential.
· Previous experience of working in a similar role is essential.
· Experience working with Microsoft Dynamics is essential.
Essential Qualification Required:
· Relevant professional level Qualification/Certification is essential.
Additional information to note:
· Working hours: 36 hours per week.
The closing date for the position is 19th May 2024.