CONTACT CENTRE TEAM LEADER

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.The service was established in November 2015. It benefits from web-based systems designed with the customer in mind, contact centre telephone technology and partnership arrangements with the 22 local authorities 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.walesAbout the jobWe are looking to recruit an experience 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 YouThe 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.Additional informationThis 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.Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post.If you would like an informal conversation about this role prior to application, please contact Sarah Griffin on ##### 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 FrameworkAdditional Information:-• Employee Charter• Recruitment of Ex-Offenders• Privacy Notice
Working Pattern/Contract Type Full Time Permanent
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