The Council is seeking an experienced person to fulfil the role of Head of Contact Centre.
The postholder will be responsible for overseeing the effective operational management of the Council’s Contact Centre, which incorporates all aspects of the customer journey including online, telephone and face-to-face. The team handles over 160,000 calls and 42,000 visits a year in respect of general enquiries, Environmental Services, Housing Benefit and Council Tax. The service is also responsible for the administration of Blue Badges, Tell Us Once and the Corporate mailroom functions.
The Council is currently implementing an ambitious transformation programme to improve how residents and service users interact with the Council.
As Head of Contact Centre, you will work collaboratively with the Transformation Team and Council services to support relevant strands of the transformation programme and to deliver better outcomes to residents and stakeholders.
For the Contact Centre, this programme includes:
• The incorporation of further services within the Contact Centre as new ways of working are implemented within the Council.
• The relocation of customer contact points.
• The introduction of the GOSS platform to replacement of the existing, website, customer portal and the CRM systems (GOSS platform)
• An upgrade to the call-handing system to exploit new functionality (Rostrvm)
This is an exciting opportunity to be at the heart of transformational change and improved delivery.
Council employees are required to abide by the ethical standards embodied by the 7 NOLAN principles of conduct in public life. These include selflessness, integrity, objectivity, accountability, openness, honesty and leadership.
We welcome applications from the BAME community.
For further information please contact Gordon Lee, Assistant Director, on 01744 674230 or email: gordonlee@sthelens.gov.uk.
