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- Tasks: Lead a dynamic team in a busy contact centre, ensuring top-notch service delivery.
- Company: Join a diverse London Borough Council dedicated to enhancing community services and housing standards.
- Benefits: Enjoy competitive pay, nearby parking, and professional development opportunities.
- Why this job: Make a real impact in the community while developing your leadership skills in a supportive environment.
- Qualifications: Experience in customer-focused management and strong communication skills are essential.
- Other info: We value inclusivity and support candidates from all backgrounds.
Location: East London
Contract Details: Temporary, Full Time
Salary: 22.08 - 25 per hour
About Our Client:
Our client is a London Borough Council committed to delivering high-quality services to the community in East London. They are a diverse and well-founded organisation focused on improving the standards of housing for residents and enhancing the provision to vulnerable adults.
Benefits & Perks:
- Competitive hourly rate
- Nearby parking available (7 minutes walk)
- Conveniently located 5 minutes walk from Abbey Road train station
- Opportunities for professional development
Responsibilities:
- Lead and manage the Care and Support Team Contact Centre to ensure efficient service delivery.
- Oversee staffing resources and maintain high-quality service standards.
- Implement performance management systems to enhance service delivery and customer satisfaction.
- Develop and execute effective service strategies for continuous improvement.
- Handle staff performance and conduct issues with professionalism.
- Ensure adherence to health and safety requirements and promote good practices.
Essential (Knowledge, skills, qualifications, experience):
- Experience managing staffing resources in a customer-focused environment.
- Understanding of local government services and delivery challenges.
- Understanding of the issues and challenges faced in the Housing Customer Service department.
- Proven track record of managing budgets effectively.
- Strong communication skills for diverse audiences.
- Ability to deliver high-quality, value-for-money services.
Desirable (Knowledge, skills, qualifications, experience):
- Experience in a multi-site, multi-function organisation.
- Familiarity with performance management systems.
- Personal experience in developing service improvement strategies.
- Ability to quickly evaluate situations and initiate appropriate actions.
Technologies:
- Proficient in relevant customer service and management software.
- Familiarity with data analysis tools for performance monitoring.
How to apply:
Interested candidates should submit their CV, clearly demonstrating how they meet the essential criteria outlined above. Please provide specific examples where possible to support your application. Applications will be reviewed on a rolling basis, and only those who meet the criteria will be shortlisted.
Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
Contact Centre Team Leader - CAST team employer: Adecco
Contact Detail:
Adecco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Leader - CAST team
✨Tip Number 1
Familiarise yourself with the specific challenges faced by local government services, especially in housing. This knowledge will help you demonstrate your understanding of the role and how you can contribute to improving service delivery.
✨Tip Number 2
Highlight your experience in managing staffing resources effectively. Be prepared to discuss specific examples where you've successfully led a team in a customer-focused environment, as this is crucial for the Contact Centre Team Leader position.
✨Tip Number 3
Showcase your ability to implement performance management systems. Think of instances where you've used data analysis tools to monitor performance and improve service quality, as this aligns with the responsibilities of the role.
✨Tip Number 4
Prepare to discuss your strategies for continuous improvement in service delivery. Having concrete examples of how you've developed and executed service improvement strategies will set you apart from other candidates.
We think you need these skills to ace Contact Centre Team Leader - CAST team
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing staffing resources and delivering customer-focused services. Use specific examples that demonstrate your understanding of local government services and the challenges faced in housing customer service.
Showcase Leadership Skills: In your application, emphasise your leadership experience, particularly in a contact centre environment. Provide examples of how you've implemented performance management systems and improved service delivery in previous roles.
Highlight Relevant Technologies: Mention your proficiency in customer service and management software, as well as any experience with data analysis tools for performance monitoring. This will show that you are equipped to handle the technological aspects of the role.
Provide Specific Examples: When addressing the essential criteria, include specific examples from your past work that illustrate your ability to manage budgets effectively and deliver high-quality services. This will strengthen your application and make it more compelling.
How to prepare for a job interview at Adecco
✨Showcase Your Leadership Skills
As a Contact Centre Team Leader, it's crucial to demonstrate your leadership abilities. Prepare specific examples of how you've successfully managed teams in the past, focusing on your approach to motivating staff and ensuring high-quality service delivery.
✨Understand Local Government Services
Familiarise yourself with the challenges faced by local government services, particularly in housing. Being able to discuss these issues intelligently will show your commitment and understanding of the role's context.
✨Prepare for Performance Management Questions
Expect questions about performance management systems and how you've implemented them in previous roles. Be ready to discuss specific strategies you've used to enhance service delivery and customer satisfaction.
✨Communicate Clearly and Confidently
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and confidently, especially when discussing your experience and how it relates to the job requirements.
