Contact Centre Improvement Lead

Belmont Recruitment are recruiting for a Contact Centre Improvement Lead to work with Newham Council on a 3 to 6 month contract with the view to extend.

Overall Purpose of Job

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
• 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.

Location: Newham, E16 2QU

Daily rate: £317.86

If this position is of interest, please get in touch with Jake Singh at Belmont Recruitment or apply now! If you are looking for a position in a different sector, do not hesitate to get in touch as we have many other opportunities available across England.

If you know someone that would be interested in this role, please pass on this advert to receive a generous referral fee, if the candidate is successful!