Contact Centre Improvement Lead

Venn Group is currently supporting a Local Authority client to recruit an interim Contact Centre Improvement Lead.Daily rate: £400 umbrellaIR35 Status: InsideWorking 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 operationsSupport the AD with the Resident Experience Improvement programme
Desired experience:
Comfortable working in a hands-on environmentIdeally a contact centre backgroundMicrosoft 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.
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