An opportunity has arisen to join our team at Cardiff Council’s Contact Centre; Connect to Cardiff (C2C).
The highly acclaimed team provide a customer focused response on a range of Council services through multiple channels of access including web contacts, Live Chat and social media with a new focus on assisting citizens to confidently utilize a growing suite of digital services available within Cardiff Council and develop digital capabilities.
Complete support and assistance to those with more complex enquiries with still be available over traditional channels and the team advoke for all citizen needs. The service is currently based at County Hall with the potential for hybrid working opportunities
The successful candidate will be responsible for the hands on, day to day running of a fast paced contact centre, providing clear leadership to achieve targets and deadlines throughout.
The successful candidate will be responsible for service provision and staff performance, undertaking reviews to ensure its relevance and efficiency, with a track record of achieving key performance indicators.
The post holder will need to have prior experience of managing or been in a managerial role in a contact centre, have proven ability to embed a culture of continuous development, embrace new and emerging technologies both in the contact centre environment and the council whilst building strong and reliable relationships with stakeholders.
The Contact Centre currently operates between 8:30am – 6pm Monday to Friday and an appropriate shift pattern is in place but please note hours may be subject to change. Further details on the requirements of this post are available via the Job Description and Personal specification.
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