Description
This is an exciting opportunity to join our Resident Experience service as a Resident Experience Lead, taking a key operational leadership role within our contact centre.
You will lead Senior Resident Experience Officers and Resident Experience Officers who provide the first point of contact for residents across a range of council services and access channels. You will be responsible for day-to-day service delivery, ensuring staffing and resources are deployed effectively and that performance, quality and resident outcomes are actively managed.
The role will use contact-centre data, quality information and resident feedback to identify areas for improvement, support staff development and ensure service levels are maintained. You will also work closely with services and partners across the Council to deliver projects, implement new processes and support the continued development of the Service.
Responsibilities
- A confident people leader who can set clear expectations, manage performance and develop staff through regular coaching, feedback and support.
- Able to manage a busy contact-centre operation, using service levels, quality information and demand data to make effective decisions about queues, staffing, rotas and resources.
- Organised and analytical, with the ability to interpret quantitative and qualitative information, identify trends and turn insight into practical service improvements.
- A strong communicator and relationship manager who can work confidently with residents, colleagues, senior managers and partner services, including handling escalations and difficult issues.
- Able to lead and support service improvement and project delivery, working across organisational boundaries to implement new processes, service changes and agreed outcomes.
- Comfortable working in a changing environment, taking ownership of operational issues and supporting teams to adapt while maintaining a strong focus on resident experience.
Benefits If you join us, you’ll have access to a range of employee benefits. Read more about these here.
Requirements
- Basic DBS