The role
The Role:
The Quality and Performance team plays a crucial role in the Customer Contact Centre, supporting Customer Services Officers to deliver exceptional service.
They create and deliver comprehensive training materials, fostering smooth Contact Centre operation and maintain strong relationships with service delivery partners and Team Managers.
Through monitoring and data analysis, they identify opportunities for continuous improvement and provide robust support and escalation services.
Their expertise in key systems and processes ensures they offer guidance to the team for efficient and effective service delivery.
About Southwark:
We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse, and growing population. At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities.
Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.
About You:
You should be an individual who thrives in a dynamic, fast-paced environment, excelling in monitoring, reporting and optimising service delivery.
Ideally experienced in specialist training, particularly in a contact centre environment, you will have the skills to coach individuals for peak performance. A passion for customer service improvement, coupled with data analytics proficiency, is crucial for this role.
Collaboration with staff, commitment to continuous improvement, and strong communication skills, along with emotional sensitivity, are essential.
Committed to equality, diversity, and inclusion, you will champion Southwark's cultural values and be committed to our strategic vision.
You must be able to work between the hours of 8:00am to 8:00pm Monday to Friday
Additional salary details
Benefits:
https://jobs.southwark.gov.uk/why-us/
About the Service:
At Southwark Council’s 24-hour Customer Contact Centre we put our residents and customers at the heart of what we do.
We are the first point of contact for many residents and customers, operating in a fast-paced environment dedicated to delivering exceptional service through our telephony platform. Our Customer Service Team serves as the gateway to vital Council services, triaging, resolving, and guiding inquiries to departments such as Housing Repairs, Housing Solutions, Environment, and our Telecare Response Team.
Recruitment timetable
Application Closing Date: 11.59pm on 20th December 2023
Interview and Assessment: 4th January 2024
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.
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
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