Customer Contact Centre Team Leader Motherwell   £18,936 - £22,515

Job Advert

North Lanarkshire Council’s Contact Centre deals with a wide range of services including housing and property repairs and environmental services. We are currently recruiting for our new out-of-hours service, located between the Motherwell and Coatbridge Areas. To provide the highest level of customer service, we are seeking to recruit a Team Leader with experience of working in a busy, customer focused or contact centre environment, ideally with experience of housing and/or corporate property repairs, however comprehensive training will also be provided.

You will have extensive experience of supervising and leading a team in a busy contact centre or customer focused environment, as well as a proven record of team development and performance to ensure your team provides the highest standard of customer service and technical advice. As well as excellent communication and IT skills you should have the ability to organise and implement plans for your team and you will require to demonstrate a positive, proactive approach and an ability to motivate and develop a culture of team work. You will require to be qualified to a minimum of HNC level in a relevant discipline and a customer services qualification would be desirable.

Knowledge of relevant IT systems, human resource policies and procedures, Council services and functions is also desirable. The post will require you to work flexibly on a 5 over 7 day work pattern in order to allow for the supervision of and work across a number of varied shift patterns.

Typical Work Pattern: Week 1 - Monday, Tuesday, Thursday, Friday: 4.30pm - midnight
Saturday 8.30am - 4.15pm Week 2 - Monday, Tuesday, Wednesday : 4.30pm - midnight,
Thursday 11.30pm – 9.00am
Sunday 8.30am - 4.15pm This post is apply on-line only.



Recruitment Charter and Guidance

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Organisational Values

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Job Reference:   NLA001937

Closing Date:     12-Feb-2012

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