Contact Centre Team Leader in Cardiff

2 months ago


Cardiff, Cardiff, United Kingdom Cardiff Council Full time

Job Purpose:

To assist in the management of the Rent Smart Wales Contact Centre and Licensing Team and to be personally responsible for the supervision of Licensing Officers. The post holder will be responsible for leading, developing and communicating with a significantly sized staff group and will work with the Manager to develop the practical application of Contact Centre technology.

Duties and Responsibilities

  • To be responsible for supervising Rent Smart Wales Contact Centre representatives and for meeting agreed deadlines and targets.
  • To effectively manage the resources available to provide an efficient and effective Contact Centre service at all times.
  • To lead by example, continually monitoring staff responses and assisting in the resolution of enquiries where it may be appropriate and necessary.
  • To train staff in support of an accredited staff development plan which will ensure that resolution of enquiries where it may be appropriate and necessary.
  • To maintain productive working relationships with all 22 local authorities across Wales and internal service areas to ensure the highest levels of first-time call resolution and customer satisfaction.
  • To support the development of current and emerging technology to enhance customer contact services.
  • To ensure continuous improvement, initiating facilitating and responding to change in a positive manner.
  • Corporate Requirements
  • To participate actively in supporting the principles and practice of equality of opportunity as stated in the Council's Equal Opportunities Policy.
  • To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate.
  • To, as a statutory duty, adhere to the Council's Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. In order to support you in this, you are required to access safeguarding training at the level which is relevant to this post.
  • As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.
  • Although you will be provided with a base, you will be required to work from various locations in accordance with the needs of the role.


  • Cardiff, Cardiff, United Kingdom Gleeson Recruitment Group Full time

    Are you a talented and experienced Contact Centre Manager looking for a new challenge? Do you have demonstrable experience working within a highly regulated or financial services sector? GRG are pleased to be partnering exclusively with a leading financial services organisation, as they embark on a transitional growth period. Overseeing a large team of up to...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    Cardiff benefits from being the capital city of Wales, offering social workers the opportunity to work with a highly diverse population with a variety of care and support needs. As the largest local authority in Wales we support nearly 5000 individuals to live well, offering them a person-centred support structure to ensure they can meet their own needs and...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    Cardiff benefits from being the capital city of Wales, offering social workers the opportunity to work with a highly diverse population with a variety of care and support needs. As the largest local authority in Wales we support nearly 5000 individuals to live well, offering them a person-centred support structure to ensure they can meet their own needs and...


  • Cardiff, Cardiff, United Kingdom Cardiff University Full time

    Working within the Admissions team you will be responsible for provision of a professional admissions service under the guidance of the Admissions Operations Manager to ensure an end-to-end admissions process from enquirer to entrant. This role will require a positive, proactive leader who is also an effective team member. To ensure provision of excellent...


  • Cardiff, Cardiff, United Kingdom Cardiff University Full time

    Working within the Admissions team you will be responsible for provision of a professional admissions service under the guidance of the Admissions Operations Manager to ensure an end-to-end admissions process from enquirer to entrant. This role will require a positive, proactive leader who is also an effective team member. To ensure provision of excellent...

  • Team Leader Event

    2 weeks ago


    Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    About The ServiceCardiff is one of the fastest growing cities in Britain. The city economy is growing, jobs and businesses are being created and the city's population is set to continue to expand. Investment in the City means the city is undergoing extensive regeneration along with becoming a leading city for major events.The Team will be part of the...


  • Cardiff, Cardiff, United Kingdom Cardiff and Vale University Health Board Full time

    Are you looking for an opportunity to enhance your skills and progress your administration / management career within the NHS? Do you have experience of managing and delivering high quality administration support to senior leaders? Are you looking for a new challenge? If so, we have some exciting opportunities for you.The Children, Young People & Family...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    Cardiff Youth Service offers a range of provisions for young people aged 11-25 and consists of a talented and enthusiastic team of professional youth workers who operate across the city. This set up consists of youth centres, specialist provisions, youth mentoring and street based youth work teams that all provide a wide variety of creative opportunities and...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    Cardiff Youth Service offers a range of provisions for young people aged 11-25 and consists of a talented and enthusiastic team of professional youth workers who operate across the city. This set up consists of youth centres, specialist provisions, youth mentoring and street based youth work teams that all provide a wide variety of creative opportunities and...

  • Team Leader

    2 weeks ago


    Cardiff, Cardiff, United Kingdom Cardiff & Vale University Health Board Full time

    We are looking for an enthusiastic and inspirational nurse with a passion for ensuring high quality of care, safe services with excellent outcomes. An exciting development opportunity has arisen for 2 District Nurse Team Leaders within the South & East Cardiff Locality. You will provide strong clinical leadership to a District Nursing Team as well as having...


  • Cardiff, Cardiff, United Kingdom Candidate Source Full time

    We are looking for an experienced Contact Centre Manager to join an existing project and deliver excellent customer service results for our end client. The contact centre provide support to customers applying for mortgages as part of the government Help to Buy mortgage scheme so experience within Mortgages would be a distinct advantage.Location:Cardiff - 3...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    This role currently attracts a market supplement of £3,000 (full time equivalent), reviewed annually. An AMHP salary allowance will be added if applicable. Cardiff benefits from being the capital city of Wales, offering social workers the opportunity to work with a highly diverse population with a variety of care and support needs. As the largest local...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    This role currently attracts a market supplement of £3,000 (full time equivalent), reviewed annually. An AMHP salary allowance will be added if applicable. Cardiff benefits from being the capital city of Wales, offering social workers the opportunity to work with a highly diverse population with a variety of care and support needs. As the largest local...


  • Cardiff, Cardiff, United Kingdom Cardiff and Vale University Health Board Full time

    An exciting opportunity has arisen to join the Capital, Estates & Facilities Department at Cardiff & Vale University Health Board as a Team Leader.The Estates Department currently have a vacant position as a Team Leader (Mechanical) to work alongside and support the Electrical & Building Managers in the strategic and continual development of the Estates...

  • City Centre Warden

    2 weeks ago


    Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    About The ServiceTo be responsible for delivery of Council projects in the city centre, to ensure the effective delivery of Cardiff as a world class capital city and to develop relationships to ensure that Cardiff's overall economy shows growth and is an attractive and viable destination. To assist in the provision of a clean, safe, attractive and welcoming...


  • Cardiff, Cardiff, United Kingdom Cardiff Council Full time

    As the capital of Wales, Cardiff offers not only the experience of working in one of the fastest growing and most highly skilled cities in Britain but also offers easy access to the fabulous South Wales region's coastline and countryside with worldwide standing. Cardiff Council has a Lexcel accredited in house Legal Service with excellent opportunities for...


  • Cardiff, Cardiff, United Kingdom Cardiff County Council Full time

    Job Title: CONTACT & ASSESSMENT TEAM MANAGERJob Number: PEO03694Grade:GRADE 09 (£ £ About The ServiceAn exciting opportunity has arisen for a suitably qualified team manager to work within Cardiff Adult Services. There is a Team Manager role available in the Contact and Assessment Service that works with people over the age of eighteen with eligible care...


  • Cardiff, Cardiff, United Kingdom Cardiff County Council Full time

    Job Title: CONTACT & ASSESSMENT TEAM MANAGERJob Number: PEO03694Grade:GRADE 09 (£ £ About The ServiceAn exciting opportunity has arisen for a suitably qualified team manager to work within Cardiff Adult Services. There is a Team Manager role available in the Contact and Assessment Service that works with people over the age of eighteen with eligible care...


  • Cardiff, Cardiff, United Kingdom Cardiff Bus Full time

    We have an exciting and rare opportunity for a Finance Manager to join our team at Cardiff Bus. This is a permanent role working 37 hours per week. The role The postholder will provide real time support and analysis to the Senior Leadership Team and Business Managers, and be a trusted advisor, focused on adding value to the business. Reporting to the Finance...


  • Cardiff, Cardiff, United Kingdom Cardiff Bus Full time

    We have an exciting and rare opportunity for a Finance Manager to join our team at Cardiff Bus. This is a permanent role working 37 hours per week. The role The postholder will provide real time support and analysis to the Senior Leadership Team and Business Managers, and be a trusted advisor, focused on adding value to the business. Reporting to the Finance...