Job Overview

Ideally looking for someone with a contact center background that can support the managers with day to day operations and support me with the improvement programme we have underway – in particular the re-procurement of our telephony platform and roll out of a chatbot. Need someone who can ‘do-the-doing’ rather than re-design the programme.

Services and Objectives

To strategically manage and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.

Areas of Operational Responsibility

• Corporate Contact Centre including telephony systems and channel shift
• 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...