Contact Centre Team Leader - CAST team
Job Title: Contact Centre Team Leader
Location: East LondonContract Details: Temporary, Full Time
Salary: £22.08 - £25 per hour
About Our Client:Our client is a London Borough Council committed to delivering high-quality services to the community in East London, they are a diverse and well founded organisation which are focused on improving the standards of housing for residents. Improving the provision to vulnerable adults.
Benefits & Perks:
- Competitive hourly rate
- Nearby parking available (7 minutes walk)
- Conveniently located 5 minutes walk from Abbey Road train station
- Opportunities for professional development
Responsibilities:
- Lead and manage the Care and Support Team Contact Centre to ensure efficient service delivery.
- Oversee staffing resources and maintain high-quality service standards.
- Implement performance management systems to enhance service delivery and customer satisfaction.
- Develop and execute effective service strategies for continuous improvement.
- Handle staff performance and conduct issues with professionalism.
- Ensure adherence to health and safety requirements and promote good practises.
Essential (Knowledge, skills, qualifications, experience):
- Experience managing staffing resources in a customer-focused environment.
- Understanding of local government services and delivery challenges.
- Understanding of the issues and challenges faced in the Housing Customer Service department
- Proven track record of managing budgets effectively.
- Strong communication skills for diverse audiences.
- Ability to deliver high-quality, value-for-money services.
Desirable (Knowledge, skills, qualifications, experience):
- Experience in a multi-site, multi-function organisation.
- Familiarity with performance management systems.
- Personal experience in developing service improvement strategies.
- Ability to quickly evaluate situations and initiate appropriate actions.
Technologies:
- Proficient in relevant customer service and management software.
- Familiarity with data analysis tools for performance monitoring.
Interested candidates should submit their CV, clearly demonstrating how they meet the essential criteria outlined above. Please provide specific examples where possible to support your application. Applications will be reviewed on a rolling basis, and only those who meet the criteria will be shortlisted.
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