Contact Centre Improvement Lead

My client in Central London is looking to appoint a talented Contact Centre Improvement Lead on a Contract basis.

The role will play a key role in supporting the current improvement programme, including embedding and training a new IT system. This is a very can-do role.

About the role:

Based in Central London (Hybrid):

• Act as an operational lead, delivering training for a new IT system and embedding the associated changes.
• Ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.
• Workforce planning and performance management.
• Quality assurance and system and service development

About you:

You will have the following experiences:

• Proven ability in Contact Centre management, specifically with IT change, telephony and channel shift.
• Proficiency in establishing and monitoring KPI's that align with the Council's goals.
• Expertise in quality assurance, training, and staff mentorship
• Familiarity with Local Authority complaints and customer service / resident experience initiatives.

What's on offer:

• Salary: £400+ per day, Inside IR35

*negotiable based on experience

*please submit your CV with the rate you require

• Hybrid working
• Contract type: 3-6 month minimum
• Hours: 09:00ach -17:00 Monday to Friday

How to apply

• Once your CV is received, if you are successful you will be contacted.
• Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted please assume you have not been successful on this occasion.

About Spencer Clarke Group

Here at Spencer Clarke Group, we pride ourselves on connecting you with the best career opportunities; our experienced Consultants have extensive market knowledge and will also provide expert career advice along the way.

When you join us, you will receive:

• Access to a wide range of temporary and permanent opportunities
• Free DBS checks
• Post Placement Aftercare
• Loyalty reward scheme and regular competitions for our agency professionals

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