About The Service
Wales Nation of Sanctuary: Ukraine was set up March 2022 in response to the ongoing crisis in Ukraine. The contact centre is an inbound and outbound call centre that manages visa applications, Ukraine arrivals at welcome centres, initial accommodation, direct allocations and move on support.
About the job
To work with the Operational Manager to ensure that the Welsh Government Sponsorship Scheme and the relevant tasks and objectives are addressed thorough the implementation of strategic plans, including the ongoing development of the sponsorship scheme processes, incoming enquiry lines and other associated initiatives as directed by the Welsh Government.
You will be expected to lead a large staff group overseeing both inbound and outbound services. You will be responsible for providing an exceptional customer journey, liaising with partners and external stakeholders, managing large call volumes and maintaining standards and KPI's.
What We Are Looking For From You
The successful candidate will be an experienced call centre manager.
They will be able to demonstrate clear leadership skills, proven delivery of excellent customer service and ability to communicate across all levels of an organisation including senior management.
You will have substantial experience of successful partnership working with external stakeholders.
Additional information
This post is temporary until 31st March 2023.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
In your supporting statement to apply to this role, please provide clear examples illustrating how you meet the person specification using the STAR format. (Situation, Task, Action, Result).
This vacancy is suitable for post share.
Due to our current interim working arrangements, we are unable to provide recruitment packs through the post. We also cannot accept application forms by post.
Due to the current COVID -19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact
Kelly Hepworth, kelly.hepworth@cardiff.gov.uk.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
• Application Guidance
• Applying for jobs with us
• Behavioural Competency Framework
Additional Information:-
• Employee Charter
• Recruitment of Ex-Offenders
• Privacy Notice
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