Team Leader

Call Derbyshire, Derbyshire County Council's 24/7 Contact Centre, has an exciting opportunity for an experienced and performance driven people manager to join the team working from County Hall in Matlock.
Reporting directly to the Customer Service Manager, you will manage, coach, and develop a multi-skilled team of people who respond to a broad range of enquiries and emergency calls from both the general public and professional services. You will be expected to optimise performance, delivering on agreed KPI's to ensure achievement of service levels and consistency in communication, operational processes, and procedures across the Contact Centre. This is a busy and fast paced role where no two days are the same and an ability to manage through change is fundamental
You will already be an experienced Team Leader / Manager, used to working in a multi-skilled performance driven contact centre environment and with experience of a service delivery / resource planning and scheduling function. Ideally you will be used to working in an environment where customer satisfaction and continuous improvement are paramount.
The role will promote Call Derbyshire through participation in joint working projects with partner organisations and involves regular liaison and team working with departments across the council.
Working patterns are on a rota basis, shared across the Team Leaders, and can include some weekend cover and on-call duties (for which a supplement paid).
Please note that this role is primarily office based.