Contact Centre Improvement Lead

2 weeks ago

London Borough of Newham, United Kingdom CRA GROUP LIMITED Full time

2 Months contract with a Local Authority

Job Summary:

·         Ideally looking for someone with a contact centre background that can support the managers with day-to-day operations and support with the improvement programme we have underway.

·         Need someone who can oversee the day to day and embed IT change with the workforce rather than build a new system.

·         Need someone who can ‘do-the-doing’ rather than re-design the programme.

Key Duties/Accountabilities:

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

·         The areas of operational responsibility include:

·         Corporate Contact Centre including telephony systems and channel shift o 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 and effective relationships across the organisation at all levels.

·         To ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.

·         To work with a high degree of autonomy and initiative, independently providing reporting, briefings, research, complex drafting, special projects and the production of internal and external facing presentations.

·         The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.

·         Plan and ensure service delivery within a diverse environment. Control activities within the service area and ensure professional standards are delivered.

·         Advise Senior Managers, Members and others on issues relevant to the service area. Provide professional challenge and advice to colleagues, managers and partner organisations

·         Ensure the development and delivery of continuous improvements in all aspects of the service

·         Lead, motivate and develop staff to create and maintain a highly competent and participative workforce

·         Identify, secure, deploy and manage the resources necessary for the service area to meet/exceed its objectives

·         Prepare and present a full range of reports covering area of responsibility and give evidence-based recommendations for improvement

·         Ensure the successful implement of health and safety legislation, policies and practices

Essential Experience Required:

·         Experience with Contact Centre operations, service delivery, telephony systems, CRM and complaint systems is essential.

·         Previous experience of working in a similar role is essential.

·         Experience working with Microsoft Dynamics is essential.

Essential Qualification Required:

·         Relevant professional level Qualification/Certification is essential.

Additional information to note:

·         Working hours: 36 hours per week.

 

The closing date for the position is 19th May 2024.

 

 

 

 



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