TEAM LEADER (CALL CENTRE & WELSH ESSENTIAL)

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Cardiff Council is seeking an experienced Contact Centre Team Leader to oversee the Rent Smart Wales contact centre, guiding Customer Service and Licensing Officers who handle inbound calls and emails.

The role requires Welsh language at Level 4 Advanced, strong supervisory experience, and a proactive approach to developing a larger team, with the office base at County Hall, Cardiff.

Qualifications

• This role requires experience in a call/contact centre environment.
• Strong customer focus with excellent communication and service skills.
• Foundation of supervisory training or a recognised supervisory/management qualification.
• This is a Welsh Essential Position; Welsh language at Level 4 Advanced is required.

Responsibilities

• Supervise a team of Customer Service and Licensing Officers handling inbound calls and emails.
• Lead and develop a significantly sized staff group with the Contact Centre Manager.
• Collaborate to develop the service and improve outcomes for Rent Smart Wales.

Skills

Call centre experience

Customer service

Supervisory/management

Welsh Level 4 Advanced

Tools

MS Windows environment

Job description

TEAM LEADER (CALL CENTRE & WELSH ESSENTIAL)

Rent Smart Wales requires landlords to register and become licensed or employ a licensed agent in their place to undertake letting and management tasks. Cardiff Council has been designated as the single licensed authority to administer this legislation across Wales.

This is a unique opportunity for you to be at the forefront of professionalising the privately rented sector in Wales.

For more information about Rent Smart Wales please visit www.rentsmart.gov.wales

About the job

We are looking to recruit an experienced Contact Centre Team Leader to assist in the management of the Rent Smart Wales Contact Centre.

You will be responsible for the supervision of a team of Customer Service and Licensing Officers who take inbound enquiries via telephone and email from our service users.

The Team Leader will be responsible for leading and developing a significantly sized staff group and will work with the Contact Centre Manager and Group Leader to develop the service further.

What We Are Looking For From You

The successful candidate will have experience of working in a call/contact centre environment, be customer focussed, have excellent communication and customer service skills and take an enthusiastic and responsible approach to all tasks.

A sound working knowledge of using software within a MS Windows (or similar) environment, a foundation of supervisory training and/or a recognised supervisory/management qualification and proven experience in a first line management (supervisory) role are required for this position.

This is a Welsh Essential Position, which means that the successful applicant must be able to communicate effectively in spoken and written Welsh to a Level 4 Advanced standards. A link to the descriptions of the Welsh Language abilities required can be found below.

Additional information

This role is office based at County Hall, Cardiff.

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.

If you would like an informal conversation about this role prior to application, please contact Sarah Griffin 03000133344.

he successful applicants should be able to communicate effectively in Welsh to Level 4 – Advanced.

Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post.

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

Job Category Customer Services

Department Customer Services

Working Pattern/Contract Type Full Time Permanent