The role
The Role:
We have an exciting opportunity for a Quality and Performance Officer Southwark Contact Centre, based at Tooley Street, London Bridge.
You will be working in a fast passed environment, within our Customer Experience Division. You will be monitoring and reporting on the quality of the service including training and developing improvements.
The post holder must demonstrate commitment and enthusiasm to promote the principle of equality in employment and service delivery.
Key duties and responsibilities of the role:
- Develop, update and deliver all training and support material to support both the development and smooth running of the contact centre
- Develop and maintain relationships with all service delivery partners to facilitate the above
- Provide monitoring and data gathering analysis to identify improvements that supports service delivery
- Provide a support and escalation service to contact centre
- Act as ‘Super users’ for 8x8, CRM, iWorld, WFM, and any other relevant service related system
- Utilising exceptions reporting to support delivery of training needs for both business partners and contact centre
- Delivery of ad-hoc reports and tasks as required
Our ethos is based on the Fairer Future principal of ‘treating every customer like a valued member of our family’. We are an award winning Contact Centre looking to provide the right candidate with an opportunity to develop their skills and gain valuable experience to further their career. Moreover, to contribute to the continual improvement and development of Contact Centre services.
Additional salary details
Please note this role is internal only – as such, we can only accept applications from current Southwark employees or agency workers who are currently on active assignment at Southwark Council.
Additional Information:
- Candidate should be cross skilled on most services like Repairs / Environment, Combined and Housing Solutions.
- The hours of work for this role may include you to work between 08:00 to 20:00 as per business needs however would equate to 36 Hours / Week.
- This is a fixed term contract with 2 positions for 3 months with the possibility of extension.
Recruitment timetable
Recruitment Time Table:
Advert Closing Date: 11:59 PM on 09 January 2022
Interview Date: 17 Jan 2022
(COVID-19) - Information for job applicants Southwark Council are following the most recent Government guidelines surrounding Corona virus. During this period, we still look forward to receiving your application and if successful, we will be conducting interviews remotely via video link.
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
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