Rent Smart Wales requires landlords to register and become licensed or employ a licensed agent in their place to undertake letting and management tasks. Cardiff Council has been designated as the single licensed authority to administer this legislation across Wales.
It is a unique opportunity to be at the forefront of professionalising the privately rented sector in Wales.
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.
* Supervise a team of Customer Service and Licensing Officers who take inbound enquiries via telephone and email from service users.
* Lead and develop a significantly sized staff group in collaboration with the Contact Centre Manager and Group Leader.
* Contribute to the continuous development and improvement of the Contact Centre service.
What We Are Looking For From You
* Experience working in a call/contact centre environment.
* Strong customer‑focussed attitude with excellent communication and customer service skills.
* Enthusiastic and responsible approach to all tasks.
* Proficient use of software within an MS Windows (or similar) environment.
* Foundation of supervisory training and/or a recognised supervisory/management qualification.
* Proven experience in a first‑line management (supervisory) role.
* Welsh Essential Position: ability to communicate effectively in spoken and written Welsh at Level 4 Advanced. Reference: Welsh language standard descriptions.
Additional information
This role is office based at County Hall, Cardiff.
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