Job Description

Overview

We are proud to deliver the Welsh Government's Baby Bundle scheme -- a programme providing essential items to help every newborn in Wales get the best start in life. The bundles also encourage expectant mothers to engage with maternity and antenatal services. This is a proven initiative tackling deprivation, improving health, and supporting parents.

We are now seeking a motivated and empathetic Contact Centre Team Leader to oversee our Baby Bundle Contact Centre team.

Role Purpose

As the Contact Centre Team Leader, you will manage and support a team of five Contact Centre Operators who handle registration and enquiries for the Baby Bundle scheme. You will ensure accurate data entry, effective call handling, and high-quality service delivery. You will also produce management information (MI) reports, support continuous improvement, and act as a key point of contact for complex or escalated queries.

Key Responsibilities

Lead, motivate, and support a team of four Contact Centre Operators to deliver excellent service to expectant parents and professionals. Oversee the accurate processing of registration cards into the Baby Bundle system. Ensure incomplete registrations are proactively followed up with parents. Handle escalated or complex telephone queries from expectant parents, midwives, health professionals, and social workers. Produce reports and management information (MI) from the Baby Bundle system as required. Identify and raise issues or concerns promptly with the Contact Centre Strategic Lead. Contribute to the ongoing development of the team as the scheme evolves.

Essential Skills & Attributes

Confident communication in Welsh (spoken and written) where this is the customer's preferred language. Proven ability to motivate and lead a team in a busy contact centre environment. Excellent telephone manner with the ability to handle sensitive enquiries empathetically. Fast, accurate data entry skills and strong attention to detail. Organisational skills with the ability to multitask and prioritise. Strong interpersonal and communication skills at all levels. Competent in MS Office and comfortable learning new systems. Flexible, proactive attitude with a focus on service quality.

Training & Support

Full training on all systems and procedures will be provided for successful candidates.

Role Details

Hours:

Full-time, 9am-5pm (Monday to Friday)

Salary:

35,256 per annum

Holiday Entitlement:

22 days plus bank holidays, your birthday off, and a Christmas Wellbeing Day

Reporting Line:

Contact Centre Strategic Lead
Job Type: Full-time

Pay: From 35,256.00 per year

Benefits:

Company pension Free parking
Language:

Welsh (preferred)
Work Location: In person