Contact Centre Improvement Lead

Posted 10 May by Venn Group
Easy Apply
Competitive salary
London , South East England
Contract, full-time

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Posted by Venn Group

Venn Group is currently supporting a Local Authority client to recruit an interim Contact Centre Improvement Lead.

Daily rate: £400 umbrella

IR35 Status: Inside

Working to the Assistant Director for Resident Experience, the Contact Centre Improvement Lead will work across: Corporate Contact Centre including telephony systems and channel shift; Workforce planning  and performance management; Quality assurance and system and service development; and supporting delivery of Resident Experience Programme work streams.

Responsibilities of role:

  • Embed IT change with the workforce rather than build a new system.
  • Ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.
  • Support the managers with day to day customer operations
  • Support the AD with the Resident Experience Improvement programme

Desired experience:

  • Comfortable working in a hands-on environment
  • Ideally a contact centre background
  • Microsoft Dynamics experience would be beneficial

To act as a lead operational interface with the wider leadership team, building positive and effective relationships across the organisation at all levels.

Reference: 52628847

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