CONTACT CENTRE SUPERVISOR (WITS)

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a dedicated Contact Centre Supervisor to join their dynamic team. This role involves leading a team within the Wales Interpretation and Translation Service, focusing on delivering exceptional customer service. The successful candidate will play a crucial role in developing the service and ensuring that the highest levels of customer satisfaction are achieved. With a hybrid working model and a commitment to supporting staff, this position offers a fantastic opportunity for those driven by excellence and teamwork. If you have a passion for customer service and thrive in a collaborative environment, this could be the perfect fit for you.

Qualifications

• Ability to develop and maintain productive working relationships.
• Experience in a customer-focused environment.

Responsibilities

• Assist in the management of the Wales Interpretation and Translation Service.
• Lead and develop a staff group to achieve high customer satisfaction.

Skills

Customer Service

Team Leadership

Information Technology

Communication

Job description

We currently have an exciting opportunity for an individual to join our team as a Contact Centre Supervisor within the Wales Interpretation and Translation Service (WITS). The 24/7 Contact Centre provides a customer focused service for locating and booking interpreters for public sector organisations across Wales. It also provides invaluable advice on linguistic services.

If you are driven by excellent customer service and have a can do attitude then this career opportunity could be for you.

About the job

A Contact Centre Supervisor is required to assist in the management of the Wales Interpretation and Translation Service (WITS). The post holder will be responsible for leading, developing and communicating with a staff group and will work with the WITS Senior Team Leader to develop the service.

What We Are Looking For From You

Successful candidates are likely to be team players with a good appreciation of maximising the benefits of information technology in a customer-focused environment and the ability to develop and maintain productive working relationships to ensure the highest levels of customer satisfaction are achieved.

Additional information

The Contact Centre operates on a 24/7 basis and an appropriate shift pattern is in place however hours may be subject to change.

Staff are working via a hybrid model thus being able to work from home and commute to an office environment when needed.

This vacancy is suitable for post share.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

The interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Nathan Jones ([e-mail]) for a discussion.

Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:

Important information you need read in order to complete your application:-
· Application Guidance
· Applying for jobs with us
· Behavioural Competency Framework
Additional Information:-
· Employee Charter
· Recruitment of Ex-Offenders
· Privacy Notice.

“This document is available in Welsh / Mae’r ddogfen hon ar gael yn Gymraeg

Job Category Customer Services

Department Resources

Working Pattern/Contract Type Full Time Permanent