Venn Group is currently supporting a Local Authority client to recruit an interim Contact Centre Improvement Lead.
Daily rate: £400 umbrella
IR35 Status: Inside
Working 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 operations
- Support the AD with the Resident Experience Improvement programme
Desired experience:
- Comfortable working in a hands-on environment
- Ideally a contact centre background
- Microsoft 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.